Senior Technical Support Engineer Ruckus Wireless
THIS JOB HAS EXPIRED Job Description
Ruckus Wireless Global Technical Support team is looking for a highly motivated and customer support experienced TSE with strong networking technical background to join our NAM Enterprise Technical Support Team. As a part of the team you will possess the product/WLAN expertise and exceptional analytic skills in troubleshooting complex customers WLAN issues. TSE will be responsible for providing Level 2 Technical Support to our Global Value Add Resellers and Enterprise End customers for leading Ruckus Wireless products. The candidate must have excellent oral and written communication skills and ability to interact with others with sound levels of judgment and professionalism.
Provide Level 2 phone, email and chat technical support to VARs and end customers.
Formulate clear fault analysis and technical action plans for highly escalated issues
Develop a customer network environment and reproduce customers technical problems
Escalate specific problems, product defects and feature enhancements to sustaining engineering and other cross functional teams
Need to write clear and concise documentation in the form of case notes in SFDC and development of KB articles.
Provide case updates to management and other cross functional teams as needed basis
Will require to work on multiple cases and will have monthly case quota
Provide technical guidance to other TSEs
Take the ownership and drive the level 2 cases until they are completely resolved and the customers are satisfied with the resolution.
Identify, isolate, troubleshoot and solve complex customers WLAN problems/issues
Desired Skills & Experience
Qualifications (Key Skills, Education and Experience):
A Bachelor?s degree in Computer Science, Engineering or related technical discipline
Minimum of 5 years? experience in configuring, supporting, troubleshooting, debugging and administering LAN/WAN and Wireless LAN products and technologies:
Wireless Access Points (LWAPP a plus)
Understanding of RF transmissions & antenna behavior
WLAN Security, encryption, RADIUS, AAA authentication, SSL, EAP, PSK, etc.
Solid working experience with 802.11a/b/g/i standards and knowledge of 802.11n.
Strong Linux and MS Windows 2008/2012 server administration and configuration experience.
Ability to use protocol analyzers tools such as OmniPeek and Wireshark
Solid understanding of TCP/IP OSI model, IGMP, and Routing (Layer 2 & 3 communication)
The following Certifications would be a plus: CCNA, MCSE, CWNA, CWSP, CWNE
To all recruitment agencies: Ruckus Wireless does not accept unsolicited resumes from recruitment agencies and/or individual recruiters without a signed agreement. Ruckus Wireless will not be responsible for any fees related to unsolicited resumes submitted through this site, to Ruckus Wireless employees or contractors.
||880 West Maude Avenue |
Sunnyvale, CA 94085
THIS JOB HAS EXPIRED