A Level 2 wireless network operations engineer will run incident and problem management for a ~100-site campus network, troubleshooting Cisco Enterprise Wireless controllers/APs, RF issues, WPA2/WPA3 security, 802.1X with Cisco ISE, and IOS-XE Catalyst switching, while building monitoring templates and documentation. Core stack: Cisco wireless, RF engineering, ISE, ITIL processes.
This position requires a dedicated wireless expert responsible for overseeing a substantial campus network estate comprised of approximately one hundred sites. The role necessitates deep expertise in Cisco Enterprise Wireless technologies alongside an understanding of RF engineering principles, positioning the individual as a critical resource as transitions from the current supplier commence.
Main Responsibilities
Core responsibilities include:
Resolve incidents and service requests within agreed SLA targets, ensuring structured troubleshooting and analysis prior to escalation.
Maintain comprehensive, evidence-based ticket documentation, escalating to Level 3 only with complete diagnostic information.
Manage backlog efficiently with timely stakeholder updates and disciplined shift handovers.
Authorship and maintenance of Knowledge Base Articles and runbooks, identifying repeat incidents suitable for escalation to Level 1.
Contribute to Major Incident support, KPI reporting, operational performance reviews, and investigations in problem management.
Specific responsibilities entail:
Troubleshoot wireless controllers and access points, addressing roaming issues, co-channel interference, and ensuring coverage and capacity.
Conduct root-cause analysis of complex wireless client issues utilizing RF metrics and packet captures.
Manage wireless security protocols including WPA2 and WPA3, addressing guest access isolation, certificate lifecycle, and expiry incidents.
Operate Cisco Catalyst switching on IOS-XE, managing stack failures and configuration archives.
Support 802.1X and network access control with Cisco ISE, diagnosing authentication chain failures and profiling issues.
Enforce campus LAN and VLAN standards, identifying and rectifying non-compliant sites.
Develop and maintain monitoring templates for the wireless and switching estate.
Key Requirements
Proven expertise in Cisco Enterprise Wireless technologies.
Strong understanding of RF engineering principles.
Ability to analyze and troubleshoot wireless environments effectively.
Experience with ITIL incident, change, and problem management.
Ability to create and manage documentation effectively.
Comprehensive knowledge of wireless security protocols.
In-depth understanding of network management and monitoring tools.
Nice to Have
Familiarity with additional Cisco technologies outside of wireless.
Experience in managing complex wireless networks.
Knowledge of advanced RF troubleshooting techniques.
Other Details
This position is situated within a dynamic network environment with a focus on both network monitoring and operational support. Candidates should be prepared for a role that may involve remote elements and flexible working arrangements.