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Wireless Support Engineer ? Network Security, Bowie, MD

Company Name:
J. Patrick and Associates
Wireless Support Engineer - Network Security - Bowie, MD

Our client is a leading technology firm in the Network Security industry is looking to hire a Wireless Support Engineer for their Crofton, MD territory. The Wireless Support Engineer is responsible for all technical support of the firm's security products and services. The Wireless Support Engineer is responsible for providing product/service expertise to customers, product implementation, troubleshooting issues; respond to escalated complex problems, and providing technical and product training.

Responsibilities:

Respond to escalated trouble tickets and support tickets.
Become the subject matter expert and technical mentor to the support team
Troubleshoot, isolate and resolve advanced level networking issues.
Produce documentation and tracking records of all customer interaction and actions taken to resolve the issues.
Contribute and enhance the support team capabilities by keeping up to date on best practices, standards, use efficient means and eliminate trouble tickets that have been recorded in the documentations.
Follow up with users whose issues were not resolved on initial contact with updates and solutions while employing best practices and standards.
Participate in the review and recommendation of systems infrastructure enhancements
Strive for high degree of customer satisfaction: Professional manner, punctuality, integrity, Technical expertise, Knowledge of customer environment, and customer follow-up.
Work with Product Development team to perform Product and Systems analysis, resulting in troubleshooting band debug of customer generated applications, with emphasis on Java programming language.
Support customers via phone with product set up, configuration, use and troubleshooting with the utmost professionalism.
Perform all other duties as assigned or required.

Education, Experience, and Skills Requirements

BS in Electrical Engineering, Computer Sciences, or equivalent experience
7+ years related experience in network administration, routing, switching, information security with a product technical support within an Information Security product vendor.
Experience in supporting and/or deployment of Cisco Technologies, Wireless and Security is a plus.
Must have one or more of the following certifications: CCNP R/S, Design, or Wireless
Experience in Unified Communications, Datacenter and Security is not required but is a plus.
Strong written, verbal and presentation communication.
Ability to communicate to all knowledge/user levels and knowledge.
Strong customer service experience.
Enterprise and Federal/Government experience is a plus.
Other Cisco certifications are a plus.


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