Act as a senior escalation point for wireless incidents from the Service Desk and offshore Network Operations teams
Troubleshoot complex wireless performance, connectivity, and authentication issues in enterprise environments
Perform root cause analysis and drive issues through resolution in accordance with SLA and operational standards
Provide on-call or after-hours support as required for critical incidents and maintenance activities
Administer, maintain, and troubleshoot: Cisco Wireless LAN Controllers (WLCs) 9800s and Access Points, Juniper Mist Access Points and Mist Cloud, Meraki wireless infrastructure and cloud management
Perform software upgrades, configuration changes, and lifecycle maintenance for wireless platforms
Validate and optimize RF design, roaming behavior, and wireless security configurations
Travel to customer or corporate sites to conduct wireless site surveys (pre-deployment, post-deployment, and troubleshooting)
Perform onsite diagnostics and remediation
Validate RF coverage, capacity, and interference issues
Produce survey reports and actionable recommendations
Design, implement, and troubleshoot wireless authentication solutions
Troubleshoot authentication failures across wireless, wired, and NAC integrations
Configure and troubleshoot access-layer networking supporting wireless infrastructure
Plan, document, and execute network changes following established change management processes
Assess risk, develop rollback plans, and coordinate with stakeholders for scheduled maintenance
Create and maintain high-quality documentation, including: Operational runbooks and support procedures, Product and platform support guides, Standard operating procedures (SOPs)
Requirements
Strong enterprise wireless engineering experience
Hands-on expertise with: Cisco Wireless (WLCs, APs), Juniper Mist APs and Mist Cloud, Meraki wireless and cloud management
Solid understanding of: Wireless RF fundamentals and design principles, Authentication protocols (802.1X, EAP, RADIUS), Cisco ISE administration and troubleshooting
Experience with Cisco and Juniper access-layer switching and VLANs
Strong CLI troubleshooting skills
Excellent verbal and written communication skills
Ability to explain complex technical issues to non-technical stakeholders
Strong documentation and technical writing capabilities
Proven experience working in an operations or escalation-driven environment
Ability to manage multiple priorities under pressure