01Overview
As a Lumen TMNS Wireless Network Technician, focused on support and maintenance, you will be responsible for responding to tickets generated from proactive alerts for our managed engagements Meraki wireless networks in an operation center environment.
Job Description
Provide high-level technical support for configurations, troubleshooting, and service restoration along with an understanding of routing, switching as relates to the wireless technology supported via the Meraki platform.Maintain average call, ticket closure, and availability stats based on combined total of peer performance results. Manage ticket volumes, new and existing using an understanding of prioritization of ticket severities and customer specific processes and procedures.Utilize Meraki dashboard to analyze performance across customers data network and underlying LANs, WANs, and wireless deployments.Act as liaison between the customer and Meraki TAC on high-level or escalated support issues.Provide direct interface with other Lumen departments in support of the customers network issues and projects.Isolation and understanding of network outage causes, and service restorations.Demonstrate direct customer interaction through exceptional communication skills, both written & orally.Resolves complex network problems involving power, network hardware and software, and modems.Uses software and hardware tools to identify and diagnose network status and problems; assists with network equipment installation and maintenance activities; resolves complex trouble tickets.Work collaboratively with other internal support groups to identify and resolve issues with other equipment such as Adtran, Juniper, and hosted VOIP services.
Qualifications
2-5 years wireless experience (1 year must have been in the Meraki platform)3-8 managed network routing and switching experience (running and interpreting scripts from CISCO routers and switches.Cisco CCNA Wireless Certification (preferred)CMNO Certification Required (required and active)
We are an equal opportunity employer committed to fair and ethical hiring practices. We do not charge any fees or accept any payment from candidates at any stage of the recruitment process. Routing and Switching, Cisco Meraki .
