The Wireless Support Engineer will be responsible for handling the resolution of support issues, including first level assessments, problem identification and resolution, as well as the communication with the customer. Resolutions may involve the use of diagnostic equipment and/or computer-aided support tools, as well as collaboration with the other team members and departments. The engineer will be working with equipment such as 7-Signal, Ruckus and Cisco for troubleshooting and supporting our customers. The candidate's knowledge of radio frequency (RF), wireless local area network (WLAN) theory and industry best practices will be essential in monitoring and maintaining the networks. Hybrid role, but must be able to work on-site in Ft. Lauderdale, FL as needed

Responsibilities

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  Actively participates in the identification of root causes to wireless networking issues and recommending realistic solutions.
• Create/Update the wireless operations runbook.
• Ensure customer issues/tickets are resolved in an efficient and effective manner.
• Escalate tickets and work with vendors and partner
• Improve customers' experience and satisfaction with their wireless system.
• Monitor and maintain/optimize the operations of the wireless controllers and networks.
• Monitors, acts on planned/unplanned outage notifications
• Performs other related duties as assigned or requested.
• Review and update technical documents to maintain current and future WiFi platforms
• Takes incoming support request via phone, email, or ticketing system. Engages appropriate customers to resolve wireless network issues.
  

MINIMUM QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

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  Experience and knowledge in wireless standards 802.11n/ac/ax and RF fundamentals.
• 3 years of experience in information technology, network engineering, or wireless networks.
• Bachelor's Degree or equivalent from four-year college or technical school. Additional experience or training may substitute for education.
• CWNA or equivalent wireless certification
• Experience and knowledge in LAN/WAN technologies, including DNS, DHCP, TCP/IP, VPN, Wireless
• Experience troubleshooting large-scale wireless networks, including client experience testing, wireless packet analysis, etc.
• Experience with WLAN fundamentals.
• Experience with ticketing system, preferred Jira ticketing system.
• Strong knowledge of LAN/WAN and network protocols
• Knowledge of ITIL is preferred
• Hybrid role, but must be able to work on-site in Ft. Lauderdale, FL as needed