Agency Interview Type: Either Web Cam or In Person
HYBRID work option: However, the selected candidate must be available to report onsite as directed by the client. Do you accept this requirement?
Under broad supervision, designs, codes, tests, modifies & debugs computer software. Writes & analyzes programs of moderate complexity. Analyzes, researches, & resolves program or systems problems & develops program documentation.
Maintain, patch and update CISCO Meraki devices across the enterprise.
Open ServiceNow tickets to track issues as needed and lead the troubleshooting effort.
Coordinate with vendors and business teams to ensure timely resolution.
Engage other DHS employees and vendors to troubleshoot and resolve wireless network issues.
Escalate problems to other system support personnel and management when a problem is not easily identified and/or corrected in a timely manner.
Resolve requests within SLA while providing the highest level of customer service.
Follow up with customers to ensure issue has been resolved.
Gain feedback from customers about service provided.
Run ServiceNow reports as required or requested.
Work with management to continuously improve the WiFi support process.
Qualifications & Skills Required:
Experience supporting Meraki devices in a remote environment.
Prior Cisco WLAN experience.
Thorough comprehension of fundamental networking protocols including TCP, STP, ARP, Ethernet, OSPF, etc.
Hands-on experience with network technologies including firewalls, content filters, routing/switching, VLANs, and 802.11n/ac wireless.