Wi-Fi Support Tech

Job Title: WiFi Support Tech

Location: Atlanta GA (Hybrid)

Experience: 5 Years

Type: Contract (6 Months)

MUST BE LOCAL TO METRO ATLANTA AREA

Position Responsibilities:

• Maintain patch and update CISCO Meraki devices across the enterprise.
• Open ServiceNow tickets to track issues as needed and lead the troubleshooting effort.
• Coordinate with vendors and business teams to ensure timely resolution of issues.
• Engage other DHS employees and vendors to troubleshoot and resolve wireless network issues.
• Escalate problems to other system support personnel and management when a problem is not easily identified and/or corrected in a timely manner.
• Resolve requests within SLA while providing the highest level of customer service.
• Follow up with customers to ensure proper resolution.
• Gain feedback from customers about the service provided.
• Provide regular reports on WAP uptime issues etc. and other reports as requested.
• Run ServiceNow reports as required or requested.
• Work with management to continuously improve the WiFi support process.

Qualifications & Skills Required:

• Experience supporting Meraki devices in a remote environment.
• At least 1 year working with Meraki/Cisco Umbrella software.
• Prior Cisco WLAN support experience.
• Thorough comprehension of fundamental networking protocols including TCP STP ARP Ethernet OSPF etc.
• Handson experience with network technologies including firewalls content filters routing/switching VLANs and 802.11n/ac wireless.
• Experience supporting or testing LANs VLANs WLANs VPNs NAT devices &/or DHCP servers.
• Experience installing and troubleshooting WiFi networks.
• Strong customer relationship focus.
• Detailoriented with the ability to work independently and remotely.
• Excellent oral written and interpersonal communication.
• History of performing well under pressure.
• Detailoriented and wellorganized with the ability to multitask.
• Experience with the ServiceNow ticketing system is a plus.
• CCNA and Network certifications highly preferred.

Education and Certifications:

• Bachelors degree in computer science or related field OR an associate degree in computer science or related field with relevant work experience.
• CISCO Certifications preferred.