Technical Specialist

The Technical Support Specialist is responsible for IT service management handling Incident management, problem management, change management for all IT network technologies related to Wireless LAN and CPPM with complete knowledge of technical design, functionality, configuration, performance and quality of connectivity. This is a position in network operations for enabling reliable service operation for IT Wireless network services.
 

• Analyzing production network issues and resolve 

• Work in 24x7 rotating shift to provide operational support 

• Administering service requests and execute network changes for the escalated incidents or priority incidents 

• Own incident ticket resolution end-to-end and find a way to resolve or provide technical workarounds  

• Coordinate with cross technology technical team to resolve the incident  

• Track issues that are intermediate in nature until its closure working with multiple stakeholder  

• Ensure to provide technical update during the incident management  

• Identify the issues root cause and document the root cause analyses with corrective, preventive actions.  

• Identify design related gaps that caused the incident and propose for preventive action  

• Work through problem management process to support technical implementation  

• Comply to change management process for change implementation whenever required  

• Engage OEM, service provider to troubleshoot the issue and escalate to get it resolved 

• Additional duties as required and possible remote implementation assistance on special projects. 

• Escalate very complex network issue to L4 engineer for support if needed. 

• Support in creating presentation and generates reports on analysis.

• Work with network tools administration to build new monitoring solution if required.

• Design, deploy, wireless networks that includes Access points, Controllers/Gateways etc.

• Design, deploy, end user's and network device authentication solutions using CPPM. 

• Perform advanced troubleshooting and resolve complex WLAN related issues.

• Develop and enforce security policies and procedures to protect network resources. 

• Conduct regular security assessments and audits to ensure compliance with industry standards and best practices. 

• Develop and maintain comprehensive documentation for WLAN configurations relevant to different SSID's including related policies and troubleshooting procedures. 

• Develop and maintain comprehensive documentation for CPPM configurations relevant to BYOD/ GUEST/ IOT/ TACACs related policies and troubleshooting procedures. 

• Provide technical guidance and mentorship to junior team members. 

• Bachelors' degree or engineering degree in Telecommunications/Information Technology/Computer Science or equivalent 

• Minimum of 12+ years' experience in Network services, deep knowledge of and management in complex environment.

• Experience in WLAN designs/configurations/solutions, managing, supporting and deploying Aruba Access Points, Gateways/Controllers, Central.

• Experience in NAC designs/configurations/solutions, managing, supporting and deploying CPPM/Cisco ISE.

• Strong communication and interpersonal skills, with the ability to work effectively in a team-oriented environment. 

• Strong ability to diagnose network alerts, events or issues 

• Basic understanding on network technologies TCP/IP, VRRP, DNS, ARP, STP, Trunk, & Port Channel, VRF, IPsec and TLS;  

• Proficient in authentications Protocols such as Radius, TACACs, LDAP etc.

• Experience in configuration and support of WLAN devices like Access point, Controllers/Gateways including centralized configuration/diagnosis tool like Aruba Central or Equivalent.

• Hands-on experience in handling Aruba WLAN related products including Access Points, Gateway, Aruba Central and Clearpass Policy Manager or equivalent   

• Relevant certifications (e.g., ACCP, ACMA, ACCX) are highly desirable. 

• Familiarity with network security principles and practices. 

• Knowledge of scripting and automation tools for network management 

• Expertise level in handling complex routing design, routing issue with multi-vendor environment  

• Good knowledge on Enterprise WLAN is must.

• Requirement gathering experience 

• Understanding of ITIL processes