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CommScope, Inc. RUCKUS Staff Wireless Support Engineer in Other, Malaysia

RUCKUS Staff Wireless Support Engineer

Req ID: 76464

Location:

Other, Other, Malaysia

Role Summary:

Working in a fast-paced environment, the Staff Technical Support Engineer will be responsible for providing mostly for cases that are escalated by either by the customer / TSE or Senior TSE for various technologies in Ruckus Wireless products to our Enterprise customers.

HOW YOU'LL HELP US CONNECT THE WORLD

  • Be the first Escalation point of contact for the customer and/or for the TAC TSEs

  • Should possess 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

  • Demonstrate mentorship ability by working with the TSE and Snr TSE on their backlog. Provide feedback of their performance to managers.

  • 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

  • New hire training and OJT responsibilities is part of the role

  • Understand the SLA’s and work/align style of working towards meeting them

  • Participate in forums and Tektalk exchanges

  • KRAs include:

  • CSAT

  • Active Backlog

  • Aged Backlog

  • Time to Resolve and Time to Close

  • Escalation %

  • KB Contribution

REQUIRED QUALIFICATIONS FOR CONSIDERATION:

Education level:

  • B.Sc. or B.E degree in Computer Science, a related field, or equivalent work experience.

  • Bilingual in English and preferrably in Chinese (Mandarin/Cantonese) to support the region

Work Experience:

  • Minimum of 6-8 years of customer support experience in IP networks, WiFi or related environment.

  • Wireless networking experience is mandatory.

  • Working experience in TAC as level 2 engineer is mandatory.

Certifications/Accreditations:

  • CWNA / CCNA is a mandatory

  • CWNP (Or equivalent) is an advantage

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 / CWNA – Must or higher knowledge, 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

Work Schedule:

  • Monday through Friday as per normal working hour. Weekend or Overnight hours could be required.

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