802.11 Wireless Networking Engineer
PRIMARY FUNCTION:
This position resolves hardware and software product inquiries escalated from the Help Desk Level 1 support team.
This position will provide customer updates and expert solutions to complex customer inquiries within a timely manner as stated in client's Service Level Agreements.
Product Engineers will drive continuous improvement in the Help Desk operations via adoption of Client's knowledge management process, mentoring staff and achievement of key performance metrics.
There will be up to 60% travel involved (domestic).
EXPERIENCE REQUIRED:
*Experienced in configuring wireless networks (IEEE 802.11)
*Must have hanRAB on experience with wired and wireless networking
* Must be experienced in diagnosing desktop networking problems
* Must be experienced in using network troubleshooting tools for wired and wireless networks
* Must have network server experience
* Experience with working in a Customer Call Center environment (4+ years)
* Strong communication skills
* 1-3 yrs experience in VM ware
* 1-3 yrs experience in MS Server
* 3-5 yrs Server Hardware experience
* 5+ yrs experience in Networking
* 5+ yrs experience in Sniffers (i.e Wireshark)
* 5+ yrs experience in Wireless Technology Infrastructure (Cisco/Meru)
* Bachelors Degree required
* Certification: ITIL v.3 Certification, MSCE/MCSA, CCNA, CCNE or equivalent experience.
MAJOR DUTIES AND RESPONSIBILITIES:
* QUERY AND ISSUE RESOLUTION - Respond to customer queries and resolve product and service issues in accordance with Help Desk processes, Standard Operating Procedures, Customer Service Level Agreements and departmental Operating Level Agreements.
* COMMUNICATION * Throughout the query and issue resolution process, ensure that all affected parties have consistent, professional and effective communications (verbal, presentation, written) in accordance with Communication plan, Incident Management service levels and Hospira communication guidelines and policies.
* KNOWLEDGE MANAGEMENT - Recommend knowledge Management solutions to the Knowledge Management engineer. Prepare Knowledge Articles in accordance with the Knowledge Management process guidelines and writing standarRAB. Maximize use of Knowledge Management tools during query and issue resolution processes.
* PERFORMANCE METRICS * Achieve or exceed individual Key performance metrics. This includes but is not limited to Call and Incident Management customer response service levels and Knowledge Management utilization. Contribute directly to achievement of group customer satisfaction and Field Sales Satisfaction measures.
* TRAINING - Develop a technical coaching/knowledge transfer program for the Client Solution Specialists and installers in order to maximize first call resolution
$12 an hour son