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Form of workJob Description
Seeking a Wi-Fi Support Tech for a State Government Department, based in Atlanta, GA. The selected candidate will under broad supervision
Key Responsibilities:
- design, code, test, modify & debug computer software
- write & analyze programs of moderate complexity
- analyze, research & resolve program or systems problems & develop program documentation.
Key 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.
- 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.
- 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.
