Senior Wireless Support Engineer

hace 4 semanas

Madrid, Madrid, España CommScope Inc. A tiempo completo

About CommScope Inc.

CommScope Inc. is a leader in providing innovative networking solutions tailored for diverse industries. Our commitment to excellence enables us to deliver exceptional connectivity experiences for guests, students, residents, and employees alike.

Position Overview

We are seeking a Senior Technical Support Engineer to join our Technical Customer Experience Centre (TAC). This role is essential in serving our premium enterprise wireless clientele, ensuring the highest standards of service and efficient issue resolution. This position is remote and can be performed from various locations.

Your Responsibilities

  • Take ownership of network-related issues reported by assigned accounts, swiftly restoring service and providing effective problem resolution while maintaining clear communication with customers and internal teams.
  • Reproduce customer-reported issues in a controlled lab environment and collaborate with engineering teams on defect management.
  • Engage proactively with customers to support their upcoming changes and enhancements.
  • Share your expertise by creating knowledge articles, guides, and conducting internal training sessions.

Qualifications

  • A Bachelor's degree or diploma in a computer-related discipline.
  • Over 6 years of experience in the networking domain, with a strong technical foundation in wireless networking.
  • A minimum of 3 years in a Technical Assistance Centre (TAC) environment.
  • Proven experience in providing technical support to customers, resellers, and field teams, particularly in resolving complex Layer 2/3 issues in multi-vendor settings.
  • Familiarity with STP, ACLs, VLANs, Multicast, VRRP, RIP, OSPF, BGP, IGMP, Stacking, MCT, IPv6, VoIP, SNMP, Port Security, Radius, and AAA is advantageous.
  • Availability for inclusion in a rotating on-call roster.
  • Fluency in both English and German is required.

Preferred Skills

  • In-depth understanding of TCP/IP, L3 routing, L2 switching, Multicast, firewalls, QoS, and wireless technologies (802.11x).
  • Relevant industry certifications such as CWNA, CWAP, CCIE, CCNP, or JNCP.
  • Experience with Salesforce and JIRA.
  • Strong knowledge of RF transmission and antenna behavior.
  • Experience in a support lab environment for issue replication.
  • Ability to document the sequence of events related to customer technical issue resolution.
  • Proficiency in analyzing data traces using tools like Wireshark.

Why Choose CommScope?

At CommScope, we value genuine connections and integrity in our work. Our dynamic environment fosters innovation and collaboration, allowing our employees to grow and develop their careers while contributing to cutting-edge networking solutions.

We are committed to a culture of inclusiveness and authenticity, encouraging diverse perspectives to drive better solutions. Join us in shaping the future of connectivity.

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