WIFI Support Engineer

Scope of role for WIFI Support Engineer position:

• Primary Responsibility is to support all WIFI severity incidents globally and provide expertise in resolution.
• Have Strong working knowledge of Wi-Fi infrastructure – Juniper/MIST would be preferred.
• Working with other IT teams including Incident Management during crisis and represent Connectivity.
• Work within global diverse team of engineers and vendors to provide support on a “follow the Sun” basis.
• Drive down infrastructure service outages and repeat failures.
• Present during Post Incident Reviews.
• Ensure global standards are set and adhered to.
• Work with Service Providers, ensuring contractual service is delivered and work with them on Continuous Improvement.
• Strong technical skills for handling Wi-Fi Incidents
• Strong understanding of Data Networks Topologies and protocols.
• Drive to improve the services we provide to our business.
• Need to be a good team player and able to collaborate at all levels.
• Experience of Working to ITIL/Agile Standards/Framework.
• Strong communication skills and be able to communicate at all levels within the business

Principal Accountabilities:

• Identify and prioritise critical incidents.
• Quickly resolve WIFI incidents to meet and reduce MTTR.
• Take ownership of incidents and escalate high severity cases.
• Work with the team and share experiences and knowledge.
• Raise vendor cases – scheduling RMA around business requirements.

Responsibilities will include:

• Support WIFI incidents.
• Help with deployment of new projects/ Upgrades.
• Assist other teams in change activities.
• Raise RMA cases in coordination with the business. Facilitate recovery of failed infrastructure.
• Raise TAC cases with our vendors.
• Manage proactive and reactive cases.
• Input into process improvements.

Must Have Skills:

• Strong Telecoms and WIFI experience.
• Need to be a good team player.
• Understanding of Data Network Topologies and protocols.
• Knowledge of Cisco/Juniper CLI.
• Advanced conversational English.

Nice to Have Skills on:

• Experience in working in ITIL/Agile with frameworks.
• Knowledge of ServiceNow.
• Cisco ACI.
• Arista.
• Cisco SDWAN.
• Circuit Management.
• Telecoms Certifications.
• Bluecoat proxy,
• Checkpoint Firewalls – rule management