Wi-Fi Support Techs

Under broad supervision, designs, codes, tests, modifies & debugs computer software. Writes & analyzes programs of moderate complexity. Analyzes, researches, & resolves program or systems problems & develops program documentation.

Position 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.
• Engage other DHS 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 issue has been resolved.
• Gain feedback from customers about service provided.
• Run ServiceNow reports as required or requested.
• Work with management to continuously improve the WiFi support process.

Qualifications & Skills Required:

• Experience supporting Meraki devices in a remote environment.
• Prior Cisco WLAN 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.

Education and Certifications

• 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.