RUCKUS Wireless Support Engineer
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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