Job Information
CommScope, Inc. Sr Technical Support Engineer in Bangalore, India
Sr Technical Support Engineer
Req ID: 76921
Location:
Bangalore, Karnataka, India
In our 'always on' world, we believe it's essential to have a genuine connection with the work you do.
How You'll Help Us Connect the World
Senior Technical Support Engineer , working in a fast-paced environment, the Senior Technical Support Engineer (TSE) will be responsible for providing first level of Technical Support for various technologies in Ruckus Wireless products to our Enterprise customers.
Key Stakeholders :
Internal: TAC Managers, TAC Senior Manager, Cross-functional Support Teams and Sales teams
External: Customers, Partners and VARs
Key Operational Responsibilities :
Be the first technical point of contact for the customer
Should posses the ability to manage critical (p1) cases soon after the training in Ruckus Products
Demonstrate the ability to work with Escalation team and/or engineering teams to manage escalated cases
Work closely with SE teams internally on larger networks and more complex issues
Identify customer problems/issues and assist customer to resolve issues while consistently providing great Customer Experience
Work on complex problems where analysis of situations requires in-depth fault analysis and troubleshooting skills
Identify and reproduce customer technical problems in a test/lab environment
Work on day-day tickets, follow-up with clients, provide feedback and see problems through to resolution
Ensure proper case documentation and closure
Generate clear and concise documentation in the form of case notes, technical tips and white papers
Contribute to the knowledge base by creating KB articles
Notify and discuss with Staff or Principal Engineers on calls and emails that require assistance.
Timely handoff (escalation) of cases that require advanced technical investigation by the LTE Team
Suggest improvements on product quality / features and be proactive in development of product
Manage customer expectation and make sure customer is receiving highest quality of service
Document customer issues for future reference and build knowledge base of the solutions given to the customer
Actively participate in trainings and improve product and process knowledge
Understand the SLA’s and work/align style of working towards meeting them
KRAs include:
CSAT
Active Backlog
Aged Backlog
Time to Resolve and Time to Close
Escalation %
KB Contribution
Job Requirements :
Education level:
- B.Sc. or B.E degree in Computer Science, a related field, or equivalent work experience.
Work Experience:
Minimum of 4 years of customer support experience in IP networks, WiFi or related environment.
Data networking is mandatory, Wireless networking experience is desired.
Preferably worked as an engineer TAC.
Certifications/Accreditations:
- CWNA / CCNA is an advantage
Key competencies:
Customer Focus
Drive for results
Team Player
Technical skills & Knowledge:
Good understanding of TCP/IP, IGMP, switching and Routing (Layer 2 & 3 communication), internet protocols including DNS, DHCP, SMTP, VLAN etc.
CCNA – Must or higher knowledge, CWNA, CWSP would be a Plus
Good exposure and working experience with 802.11a/b/g/i standards and knowledge of 802.11n
A good understanding of WLAN Security in the areas of authentication, encryption, RADIUS, AAA authentication, EAP, PSK, etc.
knowledge on deploying, configuring, supporting, troubleshooting, debugging and administering the following Wireless LAN products and technologies:
Wireless Access Points
Wireless Client Associations
Wireless Controllers
A very good understanding of RF transmissions & antenna behavior
knowledge on WLAN Security in the areas of authentication, encryption, RADIUS, AAA authentication, EAP, PSK, etc.
Hands on experience on protocol analyzers tools such as Wireshark, Ethereal
Ruckus Wireless Products
Ethernet switching
Routing and Data Centers
Wifi solutions, Multi-tenant solutions, Hotspot services
General knowledge in the following areas:
Wireless industry and competing products
Competitor Switching Products
TCP/IP, WAN/LAN
IOT Solutions
Other Abilities required:
Good problem solving and decision-making skills
Ability to understand and analyze customer issues along with good troubleshooting skills
Ability to communicate clearly and effectively with clients and peers
Excellent written & verbal communication skills
Excellent inter-personal and teamwork skills
Self-driven, proactive, hardworking, team-player
Encourages and accepts feedback
Exposure of handling international customers
Work Schedule:
- Monday through Friday and weekend or overnight hours as required.
Why CommScope?
CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow.
RUCKUS Networks builds and delivers purpose-driven networks that perform in the demanding environments of the industries we serve. Together with our network of trusted go-to-market partners, we empower our customers to deliver exceptional experiences to the guests, students, residents, citizens and employees who count on them. www.ruckusnetworks.com
If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next…..come connect to your future at CommScope.
CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking an accommodation for the application or interview process, please contact us to submit your request at talentacquisition@commscope.com
Learn more about how we're on a quest to connect the future and build what's next.
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