Wireless Support Engineer
Wireless Support Engineer
Oxford
£25,000 – £35,000 Per Annum
Permanent
Hybrid
We are recruiting for a Wireless Support engineer for highly rated IT reseller based in Oxford. This role is to proactively and consistently monitor, respond, and report on the network health for network customers. As part of this, you will also provide first-line support and troubleshooting for network issues that are raised by means of alerts or support tickets.
This role will also play a big part in customer satisfaction and retention. You will work with the wider team (sales, technical, and support) to ensure we consistently deliver an exceptional Network offering to our customers.
The Role
- Onboard new customers and deploy Auvik network monitoring software in their environment.
- Assist with tailoring the set-up of Auvik to suit the customer’s environment.
- Respond to critical alerts received from Auvik by contacting the customer immediately and starting the troubleshooting process.
- Proactively monitor the health of Network customers’ WLAN and LAN platforms (device health, updates, new features etc) and discuss any updates that need to occur for optimal network health.
- Work closely with the Head of Technical when reviewing the customers data and assist with recommendations.
- Work closely with the Support team to assist with any active tickets for Network customers and escalate if necessary.
- At the end of the month, compile appropriate information for the customers’ monthly/quarterly Network report.
- Generate excitement for the company’s other products/services/solutions that the customer doesn’t have (find upsell opportunities organically through the strong relationship you have with customers).
- Be the voice of the customer within the company and share feedback with the wider team so we can continue to review and refine how we support, sell, market and deliver to our customers.
- Keep ahead of industry developments and apply best practices to areas of improvement.
Skills
- Analytical skills – to evaluate both network and system performance. As a result, you will be able to determine how environmental changes can affect them.
- Communication skills – Strong communication skills are required when describing problems and solutions to others (technical and non-technical).
- Technical skills – WLAN, LAN and Routers.
- Multitasking skills – be able to work on many problems and tasks at once.
- Problem-solving skills – be able to resolve problems that arise as quickly as possible.
Key Requirements
- Passionate about technology and how it can help individuals and organisations.
- Proactive approach to problem-solving.
- Driven by customer satisfaction.
- Preferably either Extreme Networks, HP/Aruba, or Juniper certified Level 1 and Level 2 technical support experience.
- CCNA route/switch certification is desirable.
- CWNA wireless certification is desirable.
- Analytical approach to reviewing data.
- Enjoy working as part of a team.
Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information.
Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application.
Please note that no terminology in this advert is intended to discriminate on the grounds of a person’s gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position.
