Technical Support Network Engineer (On-Site)

Please note that this is a Contract position and is On-Site. If you do not have Technical Assistance Center (TAC) or networking space experience, please do not submit your resume. Prefer local candidates to Texas.

Job Description:

Required Experience:

5+ years of experience working in the networking space 3+ years of experience working in a TAC Excellent written and oral communication ability, including formal presentation skills to customers, partners, internal client accounts and support teams Excellent understanding and applied knowledge of

TCP/IP, L3

routing, L2 switching, Multicast, firewalls, QOS Layer 2 technologies (Ethernet, 802.1q/p

VLAN, BFD, STP, RSTP, MSTP, ARP, LACP

) Layer 3 - IP and related technologies (ICMP, TCP, GRE, QoS, VRRP, PBR,) IP routing protocols (BGP, OSPF) Understanding of IPv6. Experience in IEEE 802.1X, Radius, TACACS+, SNMP, DHCP protocols. Understanding and troubleshooting skills with wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS Knowledge of wireless deployments AP s, Controllers, Client associations, etc Understanding of RF transmission and antenna behavior Experience providing support to direct customers, resellers, and field personnel in resolving company product related issues Ability to provide technical guidance to other members in the team Experience working in a support lab environment for problem replication Experience documenting the sequence of events related to resolving customer technical issues Proficient with analyzing data traces from protocol analyzers such as Wireshark Experience with traffic generators such as Spirent and IXIA Bachelor or diploma in a computer related field or equivalent work experience Experience considered favorably: Experience with Wireless survey tools like Ekahau Working Knowledge of Salesforce and JIRA. Multiple language skills Experience with scripting: Bash, Python, Perl, etc Experience working with Linux Experience working in (or with) a vendor Relevant industry accreditations/certifications: CWNA, CWAP, CCIE, CCNP, JNCP, etc

Key Responsibilities:

Interact with our customers to promptly troubleshoot and isolate to root cause and provide a resolution to customer issues Replicate customer problems in the Support lab Work closely with Engineering to resolve escalations and bugs Provide on-going regular updates to sales, internal management and the customer on the progress of assigned cases As part of this role, you may be requested to work a staggered work week , i.e. Sunday through Thursday or Tuesday through Saturday Must be available for inclusion in rotating on-call roster Must have flexibility in work hours to work on customer issues Document customer and engineering interactions and technical action plans. Provide necessary updates to management and field teams for high profile technical escalations. Assist in development of knowledge articles, troubleshooting guides and internal training Provide ongoing coaching and mentoring within the team Attend regular customer and internal conference calls for high profile cases and escalations Strict adherence to

Service Level Agreement KPIs Role Purpose:

The position takes ownership of customer reported network issues in order to provide assistance to quickly restore service and provide problem resolution. Also responsible for reproducing customer reported issues in a lab environment and working with engineering on new and existing defects.

Communication/work style:

Excellent communication/interpersonal skills to clearly and simply articulate ideas, frame problems and offer solutions Strong interpersonal skills with a focus on customer satisfaction A belief in ownership Ability to drive for results and meet tight deadlines while maintaining a high level of accuracy and attention to details Must maintain a professional attitude, demeanor and be highly motivated and self-directed Encourages and accepts feedback

Work Schedule:

Monday through Friday or staggered work week , i.e. Sunday through Thursday or Tuesday through Saturday. Weekend or overnight hours as required.

Will be negotiated with successful candidate Candidates must provide their phone number. Job reference number is A5274.