14 days old
2017-11-092017-12-07

Service Desk Agent - WLAN

Raleigh, NC 27607
  • Job Code
    587107

Randstad Technologies is seeking a Technical Support Engineer with experience working with wireless local area network components supporting a large user base. This is a long term contract position located in Raleigh, NC


Summary


The successful candidate will apply basic knowledge of the job skills, company policies and procedures to complete a variety of assignments/tasks on a telecommunication helpdesk supporting LAN and wireless infrastructures. They must have a good understanding of the general/technical aspects of the job in regard to networking and Cisco IOS commands, WLAN controllers, autonomous and Lightweight Access Points (LWAPs). They will work on assignments that are routine to moderately complex in nature and require basic problem resolution and independent judgment. Allocates own time efficiently and receives general instructions on all work.


Responsbilities:


Target performance metrics of 60-second average-speed-to-answer time, 80 percent first call resolution rate and 95% answer rate.


Act as the single point of contact (SPOC) for feature/function or technical problems.


Provide prompt problem resolution.


Update call tracking and reporting to ensure that problems are resolved within SLA parameters.


Assume End-to-end problem ownership.


Provide moderator and operator assistance call services.


Open or take ownership of trouble tickets from Remedy/Service Now/Salesforce.com and resolve identified issues associated with telecommunications and/or application support.


Escalate tickets to appropriate customer organizations or business partners as directed.


Update open tickets and status reporting on tickets until closure or reassignment


Qualifications:


Education Experience Requirements: High School Diploma or equivalent; may hold 2 year post-high school Degree (technical field).


May hold entry level certification(s) in field of work.


Typically, 2-3 years of working experience in related fields.


Required Skills


Candidates must have networking/telecommunications basic knowledge to include trouble shooting skills to enable support of a WLAN controllers, routers, switches, access points, etc. LDAP, DHCP, Subnet, Active Directory,


Office/Excel 2003 - 2010 considered a plus.


Ability to successfully manage and prioritize multiple concurrent projects.


Ability to communicate well (orally and in writing) and work with client's personnel and vendors.

Categories

  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

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Service Desk Agent - WLAN

Randstad Technologies
Raleigh, NC 27607

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Service Desk Agent - WLAN

Randstad Technologies
Raleigh, NC
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