Wireless Support Expert

5 days ago

Brno, South Moravian, Czech Republic Commscope Full time

Ruckus Networks builds and delivers purpose-driven networks that perform in the demanding environments of various industries. Our Venue and Campus segment focuses on enabling wireless and wired connectivity across complex and varied networks, offering dedicated engineering and Customer Service and Support (CSS) resources to our customers across a range of verticals.

We are now hiring a Staff Technical Support Engineer in our Technical Customer Experience Centre (TAC) to act as the key contact and escalation point for our premium enterprise wireless customers, providing exceptional levels of service and issue resolution.

This role requires critical and creative problem-solvers who are stimulated by variety, adapt to change, and come up with innovative solutions. The ideal candidate will have outstanding communication and customer management skills, be passionate about working directly with key accounts, and possess excellent technical knowledge of wireless networking.

Responsibilities:

  • Taking ownership of network issues reported by assigned accounts to quickly restore service and provide problem resolution.
  • Maintaining excellent communication and engagement with customers, field teams, and management throughout.
  • Reproducing customer-reported issues in a lab environment and working with engineering on new and existing defects.
  • Proactively engaging with customers to support upcoming changes.
  • Developing knowledge articles, guides, and internal training, and coaching and mentoring 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 product-related issues.
  • Knowledge of relevant industry technologies such as 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.

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