Network Technical Specialist

5 days ago

Brno, South Moravian, Czech Republic Commscope Full time

At Ruckus Networks, we're committed to building purpose-driven networks that deliver exceptional performance in demanding environments. Our Venue and Campus segment is focused on enabling wireless and wired connectivity across complex and varied networks, with dedicated engineering and Customer Service and Support (CSS) resources for our customers across multiple verticals.

We're seeking a highly skilled Staff Technical Support Engineer to join our Technical Customer Experience Centre (TAC) team. This role requires an expert in wireless networking who can act as the key contact and escalation point for our premium enterprise wireless customers, providing top-notch service and issue resolution.

The ideal candidate will have a strong background in critical and creative problem-solving, be comfortable adapting to change, and possess excellent communication and customer management skills. They will also be passionate about working directly with key accounts and have a solid understanding of wireless technologies, including TCP/IP, L3 routing, L2 switching, Multicast, firewalls, QOS, and more.

Key Responsibilities:

  • Providing expert-level technical support to customers, ensuring prompt and effective resolution of network issues.
  • Maintaining open communication channels with customers, field teams, and management to ensure seamless collaboration and issue resolution.
  • Collaborating with engineering teams to resolve new and existing defects, as well as supporting upcoming changes.
  • Developing knowledge articles, guides, and internal training materials to enhance team capabilities.
  • Coaching and mentoring junior team members to foster growth and development.

Requirements:

  • Bachelor's degree or diploma in a computer-related field.
  • 6+ years of experience in the networking space with expertise in wireless networking.
  • 3+ years work history in an enterprise Technical Assistance Centre (TAC) environment.
  • Excellent communication and customer management skills.
  • Strong knowledge of industry-standard technologies, including wireless protocols and security measures.
  • Relevant industry certifications, such as CWNA, CWAP, CCIE, CCNP, JNCP, etc.

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