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Wireless Networking Principal Engineer

2 months ago

San Diego, California, United States Randstad Full time
Job Summary

The Principal Wireless Networking Engineer is responsible for resolving complex hardware and software product inquiries escalated from the Help Desk Level 1 support team and field installers. This role requires providing customer updates and expert solutions to complex customer inquiries within a timely manner as stated in the Service Level Agreements.

The successful candidate will drive attainment of key performance metrics via adoption of knowledge management process, mentoring staff and participation in departmental initiatives.

Responsibilities
  • Respond to customer queries and resolve product and service issues in accordance with Help Desk processes, Standard Operating Procedures, Customer Service Level Agreements and departmental Operating Level Agreements.
  • Ensure consistent, professional and effective communications with all affected parties throughout the query and issue resolution process.
  • Recommend Knowledge Management solutions to the Knowledge Management engineer.
  • Prepare Knowledge Articles in accordance with the Knowledge Management process guidelines and writing standards.
  • Maximize use of Knowledge Management tools during query and issue resolution processes.
  • Achieve or exceed individual Key performance metrics.
  • Participate in team and individual projects as requested by management.
  • Prepare, conduct and monitor training activities to ensure team members possess sufficient knowledge of the project/product to successfully engage customers, co-workers and vendors at the correct level.
  • Identify, procure, conduct training and assist co-workers and customers on use of networking tools to identify issues and effect resolution of issues.
Qualifications

Minimum 10 years of experience in wireless networking.

Cisco, RADIUS Networking, Palo Alto, Juniper Firewalls, Aruba, Meraki, and SQL Servers experience required.

Bachelor's degree required.