Technical Support Specialist

As a Technical Support Specialist within the CDO EICS Networks team, you play a crucial role in ensuring the reliability and performance of our global Wireless LAN and connectivity services. You will analyze and resolve complex network issues while providing 24/7 operational support, collaborating with cross-functional teams to drive incident resolution. Your expertise in WLAN design and advanced troubleshooting will be pivotal to our transition towards a hybrid network, enhancing our service delivery for IT Wireless network solutions.

You have:

• Bachelor's degree in Telecommunications, Information Technology, Computer Science, or equivalent with12+ years of experience in network services within complex environments
• Deep knowledge in WLAN design/configuration, specifically with Aruba Access Points and Controllers
• Proficiency in authentication protocols like RADIUS, TACACS, and LDAP
• Strong problem-solving skills and attention to detail
• Familiarity with ITIL processes and network technologies (TCP/IP, VRRP, etc.)

It would be nice if you also had:

• Relevant certifications (e.g., ACCP, ACMA, ACCX)
• Knowledge of scripting and automation tools for network management
• Experience in configuration and management of Cisco ISE
• Expertise in handling complex routing in multi-vendor environments

• Provide expert IT service management in Incident, Problem, and Change Management for Wireless LAN and CPPM technologies.
• Analyze and resolve complex production network issues while ensuring reliable service operation for IT Wireless network services.
• Administer service requests, execute network changes, and manage escalated incidents or priority incidents end-to-end.
• Collaborate with cross-technology teams to provide timely updates and coordinate incident resolutions.
• Identify root causes of network incidents and develop preventive actions while adhering to change management processes.
• Design and deploy wireless networks and authentication solutions, ensuring compliance with security best practices.
• Mentor junior team members while staying updated on industry trends in network security technologies.
• Drive results and foster a strong customer focus in a dynamic, global team environment.