Technical Support Analyst II

Technical Support Analyst II Req ID: 81698 Location: Bangalore, Karnataka, India **Technical Support Analyst II - Wireless Networking** + Location: Bangalore | Job Type: Full-Time | Experience Level: Entry-Level (Fresher) + Education: Bachelor's Degree in Engineering (Computer Science, Information Technology) **About the Role:** At Ruckus Networks, we believe in empowering the next generation of engineers. As a Technical Support Analyst II, you will be the first line of support for our enterprise customers using RUCKUS Wireless Networking products. This is an exciting opportunity for recent graduates to kickstart their careers in a dynamic and supportive environment. In our 'always on' world, we believe it's essential to have a genuine connection with the work you do. The Technical Support Analyst II (TSA) will be responsible for providing first level of Technical Support for various technologies in Ruckus Wireless products to our Enterprise customers. Ruckus Networks Customer Support and Services (CSS) is a globally distributed team functioning with a unified operations model. We are excited to be modernizing our business with a clear focus on the Customer's Experience. **How You'll Help Us Connect the World:** + Serve as the initial technical contact for customer queries related to Wireless networking products (Controllers, APs, etc.) + Identify customer problems/issues and assist customer to resolve issues while consistently providing great Customer Experience + Work on complex problems where analysis of situations requires in-depth fault analysis and troubleshooting skills + Identify and reproduce customer technical problems in a test/lab environment + Work on day-day tickets, follow-up with clients, provide feedback and see problems through to resolution + Collaborate with senior engineers and escalation teams to resolve complex issues + Participate in training sessions to build product and process knowledge + Maintain high standards of customer service and communication + Contribute to internal knowledge base by documenting common issues and solutions + Escalate unresolved issues to higher-level support teams with proper documentation + Monitor and manage open support cases to ensure timely resolution + Provide feedback on recurring issues to help improve product quality and support processes + Assist in creating and updating technical documentation and FAQs + Participate in team meetings and knowledge-sharing sessions + Adhere to defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) + Support internal teams (sales, engineering) with technical insights when needed **What You Bring to the Table:** + A Bachelor's degree in Engineering (Computer Science, Information Technology) + Excellent communication/interpersonal skills to clearly and simply articulate ideas, frame problems and offer solutions + A keen interest in networking technologies and customer support + Good understanding of Wireless Technology and standards, TCP/IP, IGMP, switching and Routing (Layer 2 & 3 communication), internet protocols including DNS, DHCP, SMTP, VLAN etc. + Training or coursework in wired networking (routers, switches, etc.) + Willingness to learn and grow in a fast-paced technical environment + Ability to work in shifts and handle customer interactions professionally **Nice to Have (Not Mandatory):** + CWNA / CCNA or equivalent + Familiarity with tools like Wireshark or basic network simulators + Exposure to ticketing systems like Salesforce or JIRA + Certifications like CWNA / CCNA (in progress or completed) are a plus **Learn more about how we're on a quest to connect the future and build what's next.** **Job Segment:** Technical Support, Help Desk, Information Technology, Network, Telecom, Technology