Service Technician

Ruijie Networks; Madrid; On-site; EUR 42,000 - 64,000; Full time

Job summary

Ruijie Networks is seeking a country/region service engineer to provide technical support to customers and partners, with emphasis on pre-sales test support, partner training, and project implementation on Ruijie network products or solutions in the Madrid region.

The role requires strong customer service and problem-solving skills, ability to work independently and as part of a team, and excellent Spanish and English communication.

Qualifications

• 3+ years in network support and implementation.
• Experience with multiple vendors (Cisco, HPE, Aruba, Ruckus, Huawei, Juniper) preferred.
• Experience configuring Wireless LAN Controllers and Access Points.
• Professional certificates preferred (CCNP/CCIE, HCNP/HCNE, JNCIS/JNCIP, Aruba).
• Strong client-facing communication and presentation skills.
• Ability to manage multiple engagements and work independently.
• Excellent Spanish and English communication; Chinese optional.

Responsibilities

• Provide technical support to customers and partners focusing on pre-sales test support, POC and demonstrations in Network and Wireless areas.
• Collaborate with TAC level 2 support to resolve technical issues and service requests quickly.
• Support enterprise channel partners focusing on Campus Network and Wireless areas.
• Conduct regular training and workshops to enhance partners' technical service capability.
• Help set up service processes and ensure service delivery quality in the coverage countries.

Skills

Network troubleshooting

Customer support

Pre-sales

Wireless networking

Presentation skills

Multi-tasking

Spanish & English

Education

Bachelors in networking

Associate in networking

Tools

Cisco gear

Ruckus gear

Juniper gear

Job description

As the country/Region service engineer, you will provide technical support to customers and partner, focused on pre-sales test support, partner training and project implementation on Ruijie network products or solution, meanwhile you also need to be responsible for service delivery quality in coverage territory. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills

Main responsibilities

1. 1. Work with remote TAC and R&D team to conduct pre-sales test, POC and demonstration with the focus on Network and Wireless area;
2. 2. Collaborate with TAC level 2 support team closely to solve the partner and customer’s technical issue and service request quickly;
3. 3. Provide technical support to enterprise industry channel partner with the focus on Campus Network and Wireless area;
4. 4. Empower channel partner’s technical service capability by managing and conducting company service process training, technical certification training, product training and technical workshop regularly;
5. 5. Help to setup services process system (customer technical support, RMA process and project delivery process etc.) and services delivery quality in responsible countries by managing the service delivery of service partners.

Requirements

1. 1. Bachelor or associate degree in network essentials or related discipline, or equivalent work experience.
2. 2. More than 3 years’ technical support and implementation experience in network related area (Switch, Router, VPN and Wireless etc.) Experience with Cisco, HPE, Aruba, Ruckus, Huawei and Juniper Networks is preferred.
3. 3. Experience on configuration and administration of Wireless products (Wireless LAN Controllers and Access Points), Wireless LAN Security (Authentication Techniques): WEP, WPA2/WPA3, LEAP, PEAP etc.
4. 4. Holder of professional certificate, such as CCNP/CCIE, HCNP/HCNE, JNCIS/JNCIP HPE ASE and Aruba ACMP etc. is preferred
5. 5. Experience interacting with customer or in a client facing role, and excellent presentation, communication, and moderator skills
6. 6. Able to work independently and a team player, high competency in multi-tasking and ability to manage multiple engagements in parallel
7. 7. Excellent Spanish,English written and oral communication skill, Can speak Chinese is preferred