Description

You will serve as the primary escalation point for premium enterprise wireless customers, ensuring rapid service restoration and high-level issue resolution.

Responsibilities

• Own network issues reported by assigned accounts to restore service and provide definitive problem resolution.
• Reproduce customer-reported issues in lab environments and collaborate with engineering on new or existing defects.
• Maintain consistent communication and engagement with customers, field teams, and management.
• Develop knowledge articles, technical guides, and internal training materials.
• Coach and mentor team members to share technical expertise.

Required Skills

• 8+ years of experience in the networking space with deep wireless technical knowledge.
• 5+ years of experience working in an enterprise Technical Assistance Centre (TAC) environment.
• 10+ years of experience providing technical support to direct customers, resellers, and field teams.
• Expertise resolving complex Layer 2/3 issues in multi-vendor environments.
• 5+ years of experience with STP, ACLs, VLANs, Multicast, VRRP, RIP, OSPF, BGP, IGMP, Stacking, MCT, IPv6, VoIP, SNMP, Port Security, Radius, and AAA.
• Bachelor’s degree or diploma in a computer-related field.
• Flexibility to work staggered schedules (e.g., Sunday-Thursday or Tuesday-Saturday) and participate in a rotating on-call roster.

Preferred Skills

• Industry certifications such as CWNA, CWAP, CCNP, or CCIE.
• Working knowledge of Salesforce and JIRA.
• Deep understanding of RF transmission, antenna behavior, and wireless deployments including APs and Controllers.

Key Skills

Education

5+ years work history in an enterprise Technical Assistance Centre (TAC) environment