JOB: Technical Support Engineer At CommScope

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Team: TAC Teams at Ruckus Wireless

Key Partners

Internal: TAC Managers, TAC Senior Manager, Multi-functional Support Teams and Sales teams

External: Customers, Partners and VARs

Role Purpose

Technical Support Engineer, working in a fast-paced environment, the TSE will be responsible for providing first level of Technical Support for various technologies in Ruckus Wireless products to our Enterprise customers.

Key Operational Responsibilities

  • Be the first technical point of contact for the customer
  • Identify customer problems/issues and assist customer to resolve issues while consistently providing phenomenal Customer Experience
  • Work on sophisticated 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
  • Supply to the knowledge base by creating KB articles
  • Advise and discuss with Staff or Principal Engineers on calls and emails that require assistance.
  • Timely handoff (critical issue) of cases that require sophisticated technical investigation by the LTE Team
  • Suggest improvements on product quality / features and be proactive in development of product
  • Handle customer expectation and make sure customer is receiving the 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
  • Understand the SLA’s and work/align style of working towards meeting them

KRAs include:

  • CSAT
  • Active Backlog
  • Aged Backlog
  • Time to Resolve and Time to Close
  • Critical issue %
  • KB Contribution

Job Requirements

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

Work Experience

  • Minimum of 2 years of customer support experience in IP networks, WiFi or related environment.
  • Data networking is required, Wireless networking experience is desired.
  • Preferably worked as an engineer TAC.

Certifications/Accreditations

CWNA / CCNA is an advantage

Key Competencies

  • Customer Focus
  • Aim for results
  • Phenomenal Teammate

Technical Skills & Knowledge

  • Good understanding of TCP/IP, IGMP, switching and Routing (Layer 2 & 3 communication),
  • internet protocols including DNS, DHCP, SMTP, VLAN etc.
  • Ruckus Wireless Products
  • Ethernet switching
  • Routing and Data Centers
  • Wifi solutions, Multi-tenant solutions, Hotspot services
  • General Knowledge In The Following Areas
  • Wireless industry and ambitious products
  • Competitor Switching Products
  • TCP/IP, WAN/LAN
  • IOT Solutions

Other Abilities Required

  • Good problem solving and decision-making skills
  • Ability to understand and analyze customer issues along with good troubleshooting skills
  • Ability to communicate clearly and optimally with clients and peers
  • Excellent written & verbal communication skills
  • Good interpersonal and partnership skills
  • Self-driven, proactive, hardworking, team-player
  • Encourages and accepts feedback
  • Exposure of handling international customers

Work Schedule

Monday through Friday and weekend or overnight hours as the need arises.

Location: Bengaluru

Company: CommScope

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