RUCKUS Staff Wireless Support Engineer Req ID: 76464 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:** 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. \#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