Principal Wireless Networking Engineer

1 day ago


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

The Principal Engineer Wireless Networking 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 Principal Engineer will drive attainment of key performance metrics via adoption of knowledge management process, mentoring staff and participation in departmental initiatives.

Key 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 industry standards to be used along with industry standards in use by our customers.
Requirements
  • 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.
About Randstad

Randstad is an equal opportunity employer and welcomes people of all abilities. We offer a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).



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