Dfocus HR Consulting pvt ltd Looking for Senior Technical Support Engineer- Wireless TAC at Bengaluru, Karnataka Full Time

Key Responsibilities:

• Be the first technical point of contact for the customer

• 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 • 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 • 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 • 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 • Strict adherence to Service Level Agreement KPIs • 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, Escalation %, KB Contribution Required Experience: • Minimum of 4 years of customer support experience in IP networks, WiFi or related environment. • Data networking is mandatory, Wireless networking experience is desired. • Preferably worked as an engineer TAC • Excellent written and oral communication ability, including formal presentation skills to customers, partners, Ruckus accounts and support teams • Good understanding and applied knowledge of TCP/IP, L3 routing, L2 switching, Multicast, firewalls, QOS • Good understanding and troubleshooting skills with wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS • Good understanding of RF transmission and antenna behavior • Technical expertise in troubleshooting and resolving complex Layer 2/3 and/or wireless issues in multi-vendor environments • Experience providing support to direct customers, resellers, and field personnel in resolving company product related issues • Experience working in a support lab environment for problem replication • Experience documenting the sequence of events related to resolving customer technical issues • Proficient with analyzing data traces from protocol analyzers such as Wireshark • Hands on experience on protocol analyzers tools such as Wireshark, Ethereal, Ruckus Wireless Products, Ethernet switching, Routing and Data Centers, Wi-Fi solutions, Multi-tenant solutions, Hotspot services, IOT solutions. • Bachelor or diploma in a computer related field or equivalent work experience

Job Type: Full-time

Pay: ₹600,000.00 – ₹1,000,000.00 per year

Schedule:

Ability to commute/relocate:

• Bangalore, Karnataka: Reliably commute or planning to relocate before starting work (Required)

Education:

Experience:

• Technical support: 1 year (Preferred)
• total work: 1 year (Preferred)

Speak with the employer
+91 9865962370