Role Summary:Working in a fast-paced environment, the Staff Wireless Support Engineer will be responsible for providing mostly for cases that are escalated by either by the customer or Technical Engineer for various technologies in Ruckus Wireless products to our Enterprise customers.HOW YOU'LL HELP US CONNECT THE WORLDBe the first Escalation point of contact for the customer and/or for the TAC TSEsShould possess the ability to manage critical (p1) cases soon after the training in Ruckus ProductsDemonstrate the ability to work with Escalation team and/or engineering teams to manage escalated casesDemonstrate 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 issuesIdentify customer problems/issues and assist customer to resolve issues while consistently providing great Customer ExperienceWork on complex problems where analysis of situations requires in-depth fault analysis and troubleshooting skillsIdentify and reproduce customer technical problems in a test/lab environmentWork on day-day tickets, follow-up with clients, provide feedback and see problems through to resolutionEnsure proper case documentation and closureGenerate clear and concise documentation in the form of case notes, technical tips and white papersContribute to the knowledge base by creating KB articlesNotify 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 TeamSuggest improvements on product quality / features and be proactive in development of productManage customer expectation and make sure customer is receiving highest quality of serviceDocument customer issues for future reference and build knowledge base of the solutions given to the customerActively participate in trainings and improve product and process knowledgeNew hire training and OJT responsibilities is part of the roleUnderstand the SLA's and work/align style of working towards meeting themParticipate in forums and Tektalk exchangesKRAs include:CSATActive BacklogAged BacklogTime to Resolve and Time to CloseEscalation %KB ContributionREQUIRED 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 preferably in Chinese (Mandarin/Cantonese) to support the regionWork 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 mandatoryCWNP (Or equivalent) is an advantageTechnical 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 plusGood exposure and working experience with 802.11a/b/g/i standards and knowledge of 802.11nA 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 PointsWireless Client AssociationsWireless ControllersA very good understanding of RF transmissions & antenna behaviorknowledge 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, EtherealRuckus Wireless ProductsEthernet switchingRouting and Data CentersWifi solutions, Multi-tenant solutions, Hotspot servicesWork Schedule:Monday through Friday as per normal working hour. Weekend or Overnight hours could be required.
