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- Assist Implementation of infrastructure projects with teams across the globe.
- Execute technical and functional resolution or workaround to mitigate or restore infrastructure service disruptions.
- Provide timely a response and analysis to customers and team management
- Provide responsiveness for break fix issues including on-call rotation and escalation response for wireless infrastructure issues.
- Work with Operational Management to assess impact and urgency of critical and/or impactful issues.
- Project/Initiative Coordination
- Assist in working with Operations and Vendors to identify and fulfil the best infrastructure solution based on business need.
- Communicate with requestor to ensure they are kept up to date with status.
- Coordinate with teams to complete work
- Determine timelines to best fit requirement of Operations
- Line up work to be completed to ensure readiness.
- Work with low voltage electricians to ensure installs are completed timely and within quality standards
- Build Ekahau Predicative Analysis WiFi designs for new sites and stores
- Serve as an escalation point for complex or impactful production support issues
- Help maintain production support processes and ensures that teams are following documented processes to resolve issues.
- Provide operational technical support across a variety of infrastructure and end user services, such as network troubleshooting and client troubleshooting; escalate as necessary and own the issues.
- Ensure standards are being followed
- Routinely define reports review results and develops action items to improve performance against KPIs.
- Help on-boarding, coaching, mentoring, and training to ensure that we're building a winning team.
- Ensure that senior production support management is always informed of the status of initiatives, impactful issues, team health and needs.
- Stay connected with other teams to understand impacts of their changes, align on timing, and ensure adequate support handoff.
- Ensure that cause is found wherever possible.
- Act as a business consultant where needed to resolve issues and provide information to other teams.
- Develop and maintain relationships with operational managers and obtain 360 feedback.
- Participate in operational meetings as appropriate.
- Current CWNA Certification
- 4+ years wireless network experience to include the following:
- Expert knowledge of Ekahau Software, ECSE certification preferred
- Opening/managing RMA and TAC cases with Cisco.
- Cisco Prime
- Cisco wireless (AireOS/IOS-XE)
- Cisco DNA Center+
- Cisco ISE or other AAA solutions
- Ticketing Systems (ServiceNow, Jira)
- Understanding of access layer switching, DNS, DHCP, and authentication
- Can speak, read and write English.
- Ability to do walking surveys up to 5 hours a day as needed
- RF WIRELESS DESIGN
- RF WIRELESS
- RF