Job Summary
The primary responsibility of this job role is to provide service to users who are connecting to network via a remote access point (RAP).
Essential Responsibilities
Communicate clearly in both verbal and written forms with end users.
Daily verbal communication will involve helping users connect their RAPs and troubleshoot connectivity, which may include addressing issues related to home internet connections, home networks, or RAPs on customer premises.
Written communication will be essential for documenting notes in ServiceNow, email, and Microsoft Teams communication.
The successful candidate will need expertise in RAPs, Aruba wireless network controllers, Greenlake, and Activate, with a focus on troubleshooting Aruba 305 and 505 remote access points via CLI access to controllers in the DMZ.
Work on ServiceNow incidents or tasks that are assigned, and the candidate will be expected to complete them within specified timeframes.
Adhere to established Aruba RAP configurations.
Ensure users comply with approved use cases and security standards.
Job Qualifications
Minimum Qualifications
Education: Bachelor’s degree in computer science and minimum 3 yrs of customer service experience working directly with end users in the IT field.
Additional three (3) years equivalent work experience for a total of six (6) may be substituted for the degree requirement.
Communication Skills: Ability to communicate clearly in both verbal and written forms with end users.
Daily verbal communication will involve helping users connect their Wireless RAPs and troubleshoot connectivity, which may include addressing issues related to home internet connections, home networks, or RAPs on customer premises.
Written communication will be essential for documenting notes in ServiceNow, email, and Microsoft Teams communication.
Additional Requirements
ServiceNow: 1 or more year’s experience with ITSM platform (ex: ServiceNow) for ticket management and process request management.
Internet Troubleshooting: A minimum of 3 years of experience in troubleshooting home internet services, including identifying whether the problem exists between the RAP and the home internet service provider.
Networking skills: DHCP, DNS, Ping, Traceroute, Windows 11 OS, SSH, CLI commands on Aruba equipment, routing, 802.1x. provider.
Independence: Ability to work independently in a remote support role.
Licenses and Certifications
CCNA
Preferred Qualifications
Aruba Wireless Controllers: Minimum of 3 years of experience with Aruba wireless controllers. Proficiency in accessing RAP information on wireless controllers via the CLI.
Aruba Clearpass: Working knowledge of Clearpass as it is used for MAB authentication of devices connected to the RAP.
Greenlake: Experience with assigning profiles to new or existing RAPs through the cloud application Greenlake.
PCI Compliance: Familiarity with PCI compliance and regulations.
Microsoft Teams: Experience using Microsoft Teams for communication and collaboration.
Certifications: Aruba Wireless certifications preferred
ACMA and ACCA certifications are a plus
Minimum Qualifications:
Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum three (3) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement.
Additional Requirements: