Effectively communicate with customer and internal stakeholders
Diagnose and troubleshoot wireless, switching, and other various network-related issues reported by customers
Own each customer case from initial creation to resolution.
Collaborate with other support team members to fix network outages, misconfigurations, and complex networking issues on customers' devices.
Read and analyze packet captures using Wireshark.
Work with engineering and management to diagnose and resolve
Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles.
Fundamental understanding of and hands-on experience with network technologies including firewalls, content filters, routing/switching, VLANs, and 802.11a/b/g/n/ac wireless.
Thorough comprehension of fundamental networking protocols including TCP, STP, ARP, Ethernet, OSPF, etc.
Excellent account management, follow-through, and attention to detail.
Experience in computer networking related problem solving, critical thinking, and troubleshooting.
Ability to multitask and work under pressure.
Working towards or have a bachelor's degree in Computer Information Technology, Information and Computer Technology, Networking and IT Security, or a related discipline from a top-tier university. Complete degree necessary to begin work.
Networking certifications a plus: CCNA, CCNP CWNA, CCIE etc.