As a Contract Technical Support III - WiFi Networking Specialist, you will play a crucial role in providing top-tier technical support for our network infrastructure, with a focus on WiFi technology and Aruba networking products. You will be responsible for troubleshooting complex network issues, ensuring network stability, and assisting with network optimization efforts. Additionally, you will collaborate with Network Support Vendors to ensure seamless network operations.
Contract Duration: 14 Months
Required Skills & Experience
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- 3+ years of experience in technical support, with a focus on WiFi networking.
- Strong expertise in configuring and troubleshooting Aruba network products.
- Proficiency in network monitoring and diagnostic tools.
- Excellent problem-solving and critical-thinking skills.
- Strong communication and interpersonal skills.
- Ability to work independently and collaboratively within a team.
- Industry certifications such as Aruba Certified Mobility Associate (ACMA) or Aruba Certified Mobility Professional (ACMP) are a plus
What You Will Be Doing
- WiFi Network Support:
- Provide expert-level technical support for WiFi networking infrastructure.
- Diagnose and resolve complex WiFi-related issues, including connectivity, performance, and security.
- Configure, maintain, and troubleshoot Aruba network products and solutions.
- Collaborate with cross-functional teams to ensure seamless WiFi network operation.
- Network Troubleshooting:
- Investigate and resolve escalated network problems, ensuring minimal downtime.
- Use network monitoring tools to identify and address network performance bottlenecks and anomalies.
- Analyze network logs and data to proactively identify potential issues.
- Documentation and Reporting:
- Maintain detailed documentation of network configurations, troubleshooting procedures, and incident resolutions.
- Generate reports on network performance, incident trends, and recommended improvements.
- Provide insights and recommendations for network enhancements and optimizations.
- Customer Support:
- Interact directly with customers, end-users, and internal teams to provide technical guidance and resolve network-related inquiries.
- Deliver exceptional customer service while addressing technical issues in a clear and concise manner.
- Manage and prioritize support tickets effectively.
- Network Optimization:
- Collaborate with network engineers and architects to implement network improvements and enhancements.
- Assist in the design and implementation of WiFi network upgrades to meet evolving business requirements.
- Stay current with industry best practices and emerging technologies in WiFi networking.
- Work with Network Support Vendor:
- Collaborate with Network Support Vendors to ensure timely resolution of network issues and escalations.
- Facilitate communication between the organization and Network Support Vendor to maintain effective network operations.
- Review and assess Network Support Vendor performance to ensure service level agreements are met.