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Support Lead I

Primary responsibilities include:

• Troubleshoot issues by reviewing reported problems and working with other team members or the customer to resolve them.
• Proactively identify WLAN/network-related issues and recommend solutions to prevent future outages and provide resiliency.
• Communicate incident status to customers.
• Understand relevant WLAN technology choices; recommend viable design options in a clear and concise manner.
• Coordinate with various technology partners, including LAN support teams, cabling contractors and hardware suppliers to isolate and resolve issues
• Maintain accurate records of ongoing and past incidents.
• Maintain updated knowledge of RF networking and data collection industries by participating in educational opportunities; reading professional publications; participating in professional organizations.

Other responsibilities may include:

• Assist project team members with deployments at client sites.
• Create internal standards documentation and train team members.

Technical skills required:

• Graduated technical and consultative job responsibilities
• CCNP and WLAN certifications a plus
• 5-7 years of enterprise level network experience in a Cisco environment, especially Cisco routers, switches and Access Point hardware.
• Strong understanding of the capabilities of common network infrastructure
• Strong knowledge of configuration and  show and debug associated with common Cisco equipment,
• Ability to do network troubleshooting and to identify and collect information necessary to resolve a reported issue.
• Understanding of Windows CE, Windows Mobile, Apple IOS
• Understanding of MDM systems including Wavelink Avalanche, Soti MobiControl and AirWatch
• Understanding of client/server systems
• Programming/scripting in current languages/ platforms a plus

Soft skills required:

• Excellent written and verbal communication skills
• Ability to take complex technical problems and organize them into actionable tasks
• Ability to think and take correction action with limited direction
• Experience working out of a queue to track support issues through to completion
• Adaptable to new environments and assignments
• Logical reasoning and troubleshooting skills

Other capabilities should include:

• Sound personal transportation
• Possible travel – 0 to 5%
• Ability to work occasional weekends /off-hours to accomplish support goals