L1, L2 Wi-Fi Support Engineer

Job Description

Job Description: Note: If you are selected, you have to work in Airport. (Navi Mumbai/Mumbai). A Wireless LAN Controller (WLC) is a network device that centralizes the management of wireless access points (APs) in a wireless network - You have to work on WLC 1. Customer Support: Respond to customer inquiries and technical issues related to Wi-Fi connectivity, network performance, and related hardware or software problems. Provide timely and effective solutions to ensure customer satisfaction. 2. Troubleshooting : Diagnose and resolve complex Wi-Fi connectivity issues, signal problems, and other wireless network-related problems. Utilize troubleshooting tools and techniques to identify the root cause of problems and implement appropriate solutions. 3. Network Monitoring : Monitor Wi-Fi network performance and proactively identify potential issues or areas for improvement. Take necessary actions to optimize network performance and ensure high availability. 4. Device Configuration: Assist customers with configuring Wi-Fi devices, including routers, access points, and client devices (e.g., laptops, smartphones) to ensure seamless connectivity. 5. Escalation and Collaboration: Collaborate with Level 3 (L3) network engineers and other technical teams to escalate and resolve complex or widespread Wi-Fi issues. Provide detailed information and logs to facilitate troubleshooting. 6. Documentation: Document and maintain detailed records of support interactions, troubleshooting steps, and problem resolutions. Contribute to the knowledge base to enable self-help for common Wi-Fi issues. 7. Network Security: Assist in implementing and maintaining Wi-Fi security measures, including encryption protocols, authentication mechanisms, and intrusion prevention systems. 8. Firmware and Software Upgrades: Coordinate and assist with firmware or software upgrades for Wi-Fi devices to ensure they are running on the latest stable and secure versions. Qualifications: 1. Education: A bachelor's degree in computer science, information technology, or a related field is typically required. Relevant industry certifications, such as CCNA Wireless or CWNP certifications, may be preferred. 2. Experience: Prior experience in providing technical support for Wi-Fi networks and troubleshooting Wi-Fi-related issues is beneficial. 3. Technical Skills: Strong knowledge of Wi-Fi networking technologies, including 802.11a/b/g/n/ac/ax standards, Wi-Fi security protocols (WPA, WPA2, WPA3), and Wi-Fi device configurations. 4. Troubleshooting Skills: Proficiency in Wi-Fi troubleshooting methodologies and tools to diagnose and resolve connectivity and performance issues effectively. 5. Communication: Excellent communication and customer service skills to interact with end-users, customers, and team members professionally and empathetically. 6. Time Management: Ability to handle multiple support tickets and prioritize tasks to meet service level agreements (SLAs). 7. Adaptability: Willingness to learn and keep up-to-date with the latest developments in Wi-Fi technologies and protocols. Job Types: Full-time, Permanent Pay: 300,000.00 - 400,000.00 per year Benefits: Health insurance Provident Fund Application Question(s): Candidate must have passport to get selected, since we work in airports for verification purpose in the airport, passport is mandatory. State whether you have passport or not, if yes mention date of attaining your passport. Candidates with lesser notice period of 15 - 20 days are preferred, mention about your notice period days. Experience: total work: 2 years (Required) Work Location: In person