Responsibilities
- Act as first point of contact for Wi-Fi and wireless-related incidents and service requests.
- Provide clear, calm, and professional communication to customers, including non-technical users.
- Accurately log, categorise, and prioritise incidents in the ticketing system, ensuring all relevant information is captured.
- Manage tickets through to resolution or escalation in line with SLA and internal processes.
- Perform initial troubleshooting of Wi-Fi issues, including: - Client connectivity problems - Slow speeds and intermittent performance - Authentication and SSID access issues
- Use monitoring and management platforms to: - Check AP status and health - Identify obvious RF or configuration issues - Validate basic LAN connectivity impacting wireless services
- Carry out basic configuration tasks under guidance, such as SSID changes, VLAN assignments, and port checks.
- Escalate complex or unresolved issues to 2nd Line Wireless Engineers with clear diagnostics and supporting evidence.
- Work closely with Field Engineers, Network Engineers, and Service Delivery teams.
- Follow documented troubleshooting runbooks and contribute feedback for continual improvement.
- Maintain accurate ticket notes, resolution details, and customer updates.
- Ensure all actions comply with internal processes, security standards, and change controls where applicable.
- Support continuous improvement by identifying repeat issues and common fault trends.
Requirements
- Solid grounding in networking fundamentals
- Strong interest in Wi-Fi technologies
