Job Summary
The SDWAN & WLAN Administrator plays a crucial role in ensuring the seamless operation of network services by independently resolving technical issues and providing exceptional support. This position is vital for maintaining customer satisfaction and service quality, contributing to the overall efficiency of the support and operations team.
Key Responsibilities
1. Provide Technical Support For Sdwan And Wireless Wlan (Cisco) By Troubleshooting And Resolving Issues, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Conduct Root Cause Analysis On Escalated Tickets To Identify Problems And Prevent Future Occurrences, Enhancing Overall Service Reliability.
3. Manage Knowledge Base Updates And Contribute To Documentation Efforts Related To Sdwan And Wlan,
Ensuring Information Is Accessible And Up-To-Date For Team Members.
4. Train And Coach Current Analysts On Sdwan And Wireless Wlan Technologies, Fostering A Collaborative Learning Environment That Enhances Team Capabilities.
5. Independently Resolve Support Tickets Within Agreed Service Level Agreements (Sla), Maintaining A Focus On Customer Experience And Efficiency.
6. Strive For First Call Resolution To Minimize Rejected Resolutions And Reopen Cases, Ensuring High Customer Satisfaction (Csat) Levels.
Skill Requirements
1. Solid Understanding Of Sdwan Technologies And Wireless Wlan (Cisco)
2. Proficiency In Troubleshooting Network Issues And Providing Technical Support
3. Familiarity With Quality Standards And Regulatory Compliance In Network Operations
4. Experience In Knowledge Management And Training Activities
5. Strong Communication And Customer Service Skills
Other Requirements
1. Optional But Valuable: Cisco Certified Network Associate (Ccna) Certification
2. Optional But Valuable: Comptia Network+ Certification