Role Summary:
We are seeking a Senior L3 Wireless Technical Support Specialist to serve as the ultimate technical authority for a global Cisco enterprise environment. In this high-visibility role, you will own the most challenging P1/P2 incidents, mentor L2 engineers, and drive the root cause analysis (RCA) that keeps our global infrastructure stable. This is a mission-critical position operating during US Eastern Standard Time (EST).
Key Responsibilities:
- L3 Escalation Mastery: Act as the final escalation point for complex wireless issues across multiple global enterprise sites.
- Incident Leadership: Own high-severity (P1/P2) wireless incidents end-to-end, leading technical bridges and coordinating with global stakeholders.
- Deep-Dive Troubleshooting: Resolve sophisticated issues related to Cisco 9800 WLC, client roaming, 802.1X authentication, and RF performance.
- Proactive Optimization: Lead Root Cause Analysis (RCA) for recurring incidents to drive long-term network health and reduce downtime.
- Knowledge Leadership: Create and maintain high-level technical documentation, SOPs, and troubleshooting guides to mentor the L1/L2 teams.
Technical Requirements:
- Expert WLC Knowledge: Deep hands-on experience with Cisco 9800 or large-scale AireOS environments.
- Protocol Authority: Solid mastery of 802.11 standards (a/b/g/n/ac/ax) and RF fundamentals.
- Network Foundation: Strong expertise in TCP/IP, DHCP, DNS, VLANs, and BGP/OSPF routing.
- ITIL Operations: Experience working within ServiceNow for incident, change, and problem management.
Preferred Qualifications (The "Nice-to-Haves"):
- Experience with Cisco DNA Center (Catalyst Center) or Prime Infrastructure.
- Proficiency with RF optimization tools like Ekahau or AirMagnet.
- Relevant certifications: CCNP Wireless, CCIE, or CWNA.
About Bold Business:
Bold Business is a US-based global business process outsourcing (BPO) firm with over 25 years of experience and $7B+ in client engagements. We help fast-growing companies scale through smart talent strategies, automation, and technology-driven solutions.
Bold Business recruiters always use a “@boldbusiness.com” email address and/or from our Applicant Tracking System, Greenhouse. Any variation of this email domain should be considered suspicious. Additionally, Bold Business recruiters and authorized representatives will never request sensitive information in email or via text.
