RUCKUS Staff Technical 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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