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RUCKUS Staff Wireless Support Engineer 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: 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 Work Schedule :
Monday through Friday as per normal working hour. Weekend or Overnight hours could be required. #LI-VF1
Learn more about how we're on a quest to connect the future and build what's next. Job Segment: Telecom, Telecommunications, Network, CCNA, Cisco, Technology
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