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Staff Technical Support Engineer

hace 2 meses

Madrid, Madrid, España CommScope A tiempo completo
About the Role

We are seeking a highly skilled Staff Technical Support Engineer to join our team at CommScope's Ruckus Networks. As a key member of our Technical Customer Experience Centre (TAC), you will be responsible for providing exceptional technical support to our premium enterprise wireless customers.

Key Responsibilities
  • Take ownership of network issues reported by assigned accounts to quickly restore service and provide problem resolution
  • Maintain excellent communication and engagement with customers, field teams, and management throughout
  • Reproduce customer-reported issues in a lab environment and work with engineering on new and existing defects
  • Proactively engage with customers to support upcoming changes
  • Develop knowledge articles, guides, and internal training, and coach and mentor within the team
Requirements
  • Bachelor's degree or diploma in a computer-related field
  • 6+ years of experience in the networking space, with excellent technical knowledge of wireless networking
  • 3+ years work history in an enterprise Technical Assistance Centre (TAC) environment
  • Experience providing technical support to direct customers, resellers, and field teams in resolving in-company product-related issues
  • Fixing and resolving complex Layer 2/3 issues in multi-vendor environments
Preferred Qualifications
  • Excellent understanding and applied knowledge of: TCP/IP, L3 routing, L2 switching, Multicast, firewalls, QOS, wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS
  • Relevant industry accreditations/certifications: CWNA, CWAP, CCIE, CCNP, JNCP, etc.
  • Working knowledge of Salesforce and JIRA
  • Excellent understanding of RF transmission and antenna behaviour
  • Experience working in a support lab environment for problem replication
  • Experience documenting the sequence of events related to resolving customer technical issues
  • Proficient in analysing data traces from protocol analysers such as Wireshark
What We Offer

At CommScope's Ruckus Networks, we offer a dynamic work environment that attracts forward-thinking, hardworking, and caring people who strive to build what's next. We provide our employees with opportunities where they can innovate and build while growing and developing their careers. We grow with change and know the value diversity plays in bringing forth new insights and generating better solutions.

We are an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking an accommodation for the application or interview process, please contact us to submit your request.