Wireless Technical Support Specialist
Bold Business
-
Tampa, FL 33601
Remote
Full-time, Temporary
We are Bold Business, a technical service provider and an online business publication helping the world’s leading brands transform their ideas into bold impacts.
Our mission is simple: To encourage, communicate and enable Bold Business Ideas and Actions that Build a Better World.
We are looking for a Technical Support Specialist in support of one of our clients.
This is a remote position.
Description:
The Technical Support Specialist position will primarily be involved with analyzing, installing, configuring, and maintaining network infrastructure and application components while supporting technicians in the field. This position will also be responsible for configuring Cisco and Aruba controllers for access point network refresh. Carry out implementation based on WLAN predictive designs using Cisco Prime and Aruba Airwave. Be able to perform a wide variety of evaluation installation and training tasks to ensure performance measures are met. Must be able to follow Industry best practices and provide instruction on network configurations, Installation of Network and computing equipment, installation of cabling and other infrastructure products and adhere to proper documentation and change management processes. In addition, the role will be responsible for supporting end-users. Ensuring proper setup, operation, and maintenance of all devices end users depend on to accomplish business tasks
Position Responsibilities:
• Setup, and configure multi-site switching and routing environments
• Setup, and configure multi-site wireless environments for data
• Cisco Controllers
• Aruba Controllers
• Using Cisco Prime WLAN predictive designs
• Using Aruba Airwave WLAN predictive designs
• Follow written work flow documents.
• Manage assigned projects and deliver in accordance with established objectives.
• Respond to questions and comments from internal and external customers, Vendors and provide technical assistance and support.
• Trouble shoot malfunctions of network hardware and software applications systems to resolve issues and restore service
• Must be able to perform configuration of customer equipment both remotely.
• Meet with internal and external customers as needed.
• Must be able to communicate and express ideas between management and peers daily.
• Participate in internal and external project kick-off meetings.
• Be able to manage and multi-task assigned technology projects.
• Review data to determine required tasks in support of new projects.
• Consult with assigned customers, vendors, sales members, engineers or other individuals to discuss and resolve issues for assigned customer’s projects.
• Install, configure, diagnose, repair, and upgrade all corporate hardware and equipment while ensuring its optimal performance.
• Perform remote analysis, diagnosis, and resolution of wireless connectivity issues both logical and physical.
• Respond to requests for technical assistance in person, via phone, or electronically in a helpful, courteous manner.
• Document/log all activities including details on the end user, problem summary, solution summary, etc.
• Identify and escalate situations requiring urgent attention.
• Understand our corporate IT policies and notify the IT Manager when you notice a violation or you have a general concern.
• Perform other duties as needed/assigned
• Provide timely status updates to customers
• Gather deliverables
• Document installation notes and job progress
• Verifying technician check in and check out
• Participate in team calls with updates
• Strive to understand budgets and contracts in place with assigned customers
• Close out work orders and prepare for billing
• Meet metrics related to margin, start times, project deadlines and invoicing deadlines
• Develop strong business relationships with customers and field technicians
• Work with customer’s internal software system as applicable
Required Education, Skills & Experience:
• General telecommunications industry experience or equivalent trade school degree preferred.
• CCNA Certification
• 2+ years of data networking experience.
• 2-4 years of wireless networking experience.
• 2+ years with Cisco Controllers, Aruba Controllers, Cisco Prime and Aruba Airwave
• Experience in IT industry fields or equivalent experience in the capacity of large-scale projects or national or international deployments required.
• Prefer certification and experience with multiple vendors Cisco, Aruba, Meraki, Fortinet, Microsoft, Linux, Apple, CompTIA, other relevant technology certifications will be looked at.
• Must be able to communicate and provide reasoning to a wide array of technically skilled people.
• Experience with Microsoft based desktop and laptop computers.
• Mobile device experience (smart phones, tablet pc, etc.).
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