Senior Technical Support Engineer

at  CommScope

In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do.

REQUIRED QUALIFICATIONS FOR CONSIDERATION

• 5+ years of experience working in the networking space.
• 3+ years of experience working in a TAC.
• Excellent written and verbal communication ability, including formal presentation skills to customers, partners, Ruckus accounts and support teams.
• Excellent understanding and applied knowledge of TCP/IP, L3 routing, L2 switching, Multicast, firewalls, QOS.
• Layer 2 technologies (Ethernet, 802.1q/p VLAN, BFD, STP, RSTP, MSTP, ARP, LACP)
• Layer 3 - IP and related technologies (ICMP, TCP, GRE, QoS, VRRP, PBR,)
• IP routing protocols (BGP, OSPF)
• Understanding of IPv6.
• Experience in IEEE 802.1X, Radius, TACACS+, SNMP, DHCP protocols.
• Understanding and solving skills with wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS.
• Knowledge of wireless deployments – AP’s, Controllers, Client associations, etc.
• Understanding of RF transmission and antenna behavior
• Experience providing support to advise customers, resellers, and field personnel in resolving company product related issues.
• Ability to provide technical mentorship to other members in the team.
• Experience working in a support lab environment for problem replication.
• Experience detailing the sequence of events related to resolving customer technical issues.
• Proficient with analyzing data traces from protocol analyzers such as Wireshark.
• Experience with traffic generators such as Spirent and IXIA
• Bachelor or diploma in a computer related field or equivalent work experience

REQUIRED QUALIFICATIONS FOR CONSIDERATION

• 5+ years of experience working in the networking space.
• 3+ years of experience working in a TAC.
• Excellent written and verbal communication ability, including formal presentation skills to customers, partners, Ruckus accounts and support teams.
• Excellent understanding and applied knowledge of TCP/IP, L3 routing, L2 switching, Multicast, firewalls, QOS.
• Layer 2 technologies (Ethernet, 802.1q/p VLAN, BFD, STP, RSTP, MSTP, ARP, LACP)
• Layer 3 - IP and related technologies (ICMP, TCP, GRE, QoS, VRRP, PBR,)
• IP routing protocols (BGP, OSPF)
• Understanding of IPv6.
• Experience in IEEE 802.1X, Radius, TACACS+, SNMP, DHCP protocols.
• Understanding and solving skills with wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS.
• Knowledge of wireless deployments – AP’s, Controllers, Client associations, etc.
• Understanding of RF transmission and antenna behavior
• Experience providing support to advise customers, resellers, and field personnel in resolving company product related issues.
• Ability to provide technical mentorship to other members in the team.
• Experience working in a support lab environment for problem replication.
• Experience detailing the sequence of events related to resolving customer technical issues.
• Proficient with analyzing data traces from protocol analyzers such as Wireshark.
• Experience with traffic generators such as Spirent and IXIA
• Bachelor or diploma in a computer related field or equivalent work experience

KEY RESPONSIBILITIES:

• Interact with our customers to promptly fix and isolate to root cause and provide a resolution to customer issues.
• Replicate customer problems in the Support laboratories.
• Work closely with Engineering to resolve issues and bugs.
• Provide ongoing regular updates to sales, internal management, and the customer on the progress of assigned cases.
• As part of this role, you may be requested to work a ‘staggered work week’, i.e., Sunday through Thursday or Tuesday through Saturday
• Must be available for inclusion in rotating on-call roster.
• Must have flexibility in work hours to work on customer issues.
• Document customer and engineering interactions and technical action plans.
• Provide vital updates to management and field teams for high profile technical customer concerns.
• Assist in development of knowledge articles, fixing guides and internal training.
• Provide ongoing coaching and mentoring within the team.
• Attend regular customer and internal conference calls for high profile cases and customer concerns.
• Strict consistency to Service Level Agreement important metrics.

KEY RESPONSIBILITIES:

• Interact with our customers to promptly fix and isolate to root cause and provide a resolution to customer issues.
• Replicate customer problems in the Support laboratories.
• Work closely with Engineering to resolve issues and bugs.
• Provide ongoing regular updates to sales, internal management, and the customer on the progress of assigned cases.
• As part of this role, you may be requested to work a ‘staggered work week’, i.e., Sunday through Thursday or Tuesday through Saturday
• Must be available for inclusion in rotating on-call roster.
• Must have flexibility in work hours to work on customer issues.
• Document customer and engineering interactions and technical action plans.
• Provide vital updates to management and field teams for high profile technical customer concerns.
• Assist in development of knowledge articles, fixing guides and internal training.
• Provide ongoing coaching and mentoring within the team.
• Attend regular customer and internal conference calls for high profile cases and customer concerns.
• Strict consistency to Service Level Agreement important metrics.