Senior Network Technical Support Engineer

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:

• 8+ years of experience working in the networking space
• 5+ years of experience working in a TAC
• Excellent written and oral communication ability, including formal presentation skills to customers, partners and internal client accounts and support teams
• Excellent understanding and applied knowledge of TCP/IP, L3 routing, L2 switching, Multicast, firewalls, QOS
• Solid understanding and troubleshooting skills with wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS
• Expertise of wireless deployments AP s, Controllers, Client associations, etc
• Excellent understanding of RF transmission and antenna behavior
• Technical expertise in troubleshooting and resolving complex Layer 2/3 and/or wireless issues in multi-vendor environments
• 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:

• As a Senior Staff TSE, primary responsibility is to provide technical assistance to internal client accounts
• 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:

This 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 and weekend or overnight hours as required.

Candidates must provide their phone number. Job reference number is A5273.