Wi-Fi Support Tech - VTal Technology Solutions LLC

Seeking a Wi-Fi Support Tech for a State Government Department, based in Atlanta, GA. The selected candidate will under broad supervision

• design, code, test, modify & debug computer software
• write & analyze programs of moderate complexity
• analyze, research & resolve program or systems problems & develop program documentation.

Key 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 in a timely manner
• 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 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 & Skills Required:

• 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 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 a plus.
• CCNA and Network+ certifications highly preferred.

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 preferred.