• 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


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