Enterprise Wi-Fi Support Engineer

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Knowledge/ Skill Requirement

An Enterprise Wi-Fi Support Engineer is responsible for ensuring that enterprise-level customers have a positive experience with their Wi-Fi networking services. They work to address customer issues, identify areas for improvement, and provide guidance and support to customers as needed. Here are some skills that are important for an Enterprise Wi-Fi Support Engineer:

Primary Skills:

Wi-Fi Expertise: The engineer should have strong technical skills and knowledge of Wi-Fi networking systems. They should be familiar with the various standards, protocols, and technologies used in Wi-Fi networking, such as 802.11ac, 802.11ax, WPA3, roaming, captive portal and controller functionalities.

Network design and configuration: The engineer should be able to design and configure Enterprise W-Fi networks that meet the customer's business requirements and align with industry best practices. This may involve conducting site surveys, selecting appropriate equipment, and configuring wireless network equipment, such as access points, controllers, and routers

Security: The engineer should be knowledgeable in Wi-Fi security protocols and best practices. They should be able to configure and manage wireless security features such as authentication, encryption, and access control

Troubleshooting: The engineer should be able to troubleshoot network issues and identify problems with the Wi-Fi network infrastructure, including signal interference, device connectivity, and network performance. They should also be able to use network monitoring tools and protocols such as Wireshark and packet crafting to diagnose and resolve issues.

Communication Skills: The engineer should have excellent communication skills, both verbal and written. They should be able to explain technical issues and solutions to non-technical customers and collaborate effectively with other internal teams, such as sales and product management.

Customer Service Skills: The engineer should have strong customer service skills, including the ability to handle customer complaints and inquiries professionally and efficiently.

Problem-Solving Skills: The engineer should be able to identify and solve complex technical issues and think creatively to find solutions to problems.

Attention to Detail: The engineer should have excellent attention to detail to ensure that they identify and address all issues and potential areas for improvement.

5 to 10 years of experience in Enterprise Wi-Fi and wireless technologies. Knowledge of L2 and L3 protocol and security, tunnelling and network service protocols and Quality of Service (QoS) networking preferred. Prior experience either as a Solution Architect or Network Design Engineer or Customer Success Engineer is preferred.

Education requirements are a minimum bachelor's degree in computer science or a related field, along with relevant industry certifications, such as CCNP (routing and switching) and CWNE (CWNA + CWAP + CWSP), are preferred.