Description

Own the release and resolution of complex network issues for premium enterprise wireless customers.

Responsibilities

• Lead escalation efforts to restore service and resolve definitive problems for assigned accounts.
• Reproduce customer-reported issues in lab environments and collaborate with engineering on defects.
• Maintain consistent communication 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.
• Proficiency 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 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