Job Title:
Network Support Professional
About the Role:
We are seeking a highly skilled and experienced Network Support Professional to provide exceptional customer support on wireless networks.
The successful candidate will have a strong background in computer networking, WiFi and telecommunications, and be comfortable working in a technical support environment.
Key Responsibilities:
* Provide advanced technical support to customers and colleagues via phone, email or chat
* Configure network devices including routers, switches, firewalls and wireless access points
* Troubleshoot complex network issues such as routing, switching and firewall problems
* Document all support interactions and their resolutions
* Identify and escalate complex issues to higher tier support teams
* Provide guidance mentoring and on-the-job training to junior team members
A Day in the Life:
As a Network Support Professional you will take part in the day-to-day delivery of support provided to customers across the globe
You'll serve as the escalation point of contact for customers and Tier 1 Network Support Specialists seeking resolutions for technical inquiries that require more in-depth problem-solving
Requirements:
* Minimum of 2 years customer-facing experience with a minimum of 12 months in a technical support capacity
* Experience delivering courteous efficient support to both external customers and internal colleagues
* Ability to identify troubleshoot technical issues efficiently logically
* Ability to leverage data and analytics to solve problems effectively
* Ability to tailor your communication style and content of technical information to the needs understanding level of your audience
* Willingness for continuous learning that includes networking certifications
Preferred Qualifications:
* Understanding of TCP/IP protocol suite and network infrastructure components
* Certified Wireless Network Administrator (CWNA) certification
* Cisco Certified Network Associate (CCNA)