Job Description : Responsibilities :
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 promptly.
- 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 the 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 and Skills :
- 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.
- 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 is a plus.
- CCNA and Network+ certifications are highly preferred.
Education and Certifications :
- Bachelors degree in computer science or related field OR an associate degree in computer science or related field with relevant work experience.
- CISCO Certifications are preferred.
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