Wi-Fi Support Tech

MUST BE LOCAL TO METRO ATLANTA AREA*, HYBRID MUST

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 Client 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 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.

Hands-on 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.

Detail oriented with the ability to work independently and remotely.

Excellent oral, written, and interpersonal communication

History of performing well under pressure

Detail oriented and well organized with the ability to multitask

Experience with the ServiceNow ticketing system a plus

CCNA and Network+ certifications highly preferred

Education and Certifications

Bachelor's degree in computer science or related field OR an associate degree in computer science or related field with relevant work experience

CISCO Certifications preferred.