JOB DESCRIPTION

Position Summary

We are seeking a skilled Wi‑Fi NOC Network Engineer to manage backend Wi‑Fi complaint handling, network performance, and technical escalations. In this role, you will monitor, troubleshoot, and optimize multi-vendor Wi‑Fi environments including Meraki, Aruba, Cambium, Ruckus, EnGenius and other OEM platforms. You will be responsible for minimizing MTTR, ensuring SLA compliance, conducting Root Cause Analysis (RCA), guiding field teams through First Level Troubleshooting (FLT), and collaborating with OEM TAC teams to resolve complex issues.

Key Responsibilities

1. Backend Complaint & Ticket Management

Monitor, triage, and handle backend Wi‑Fi complaints using enterprise monitoring dashboards and ticketing systems.
Assign and dispatch trouble tickets (TTs) to field engineering and cross-functional teams for faster resolution.
Manage operational KPIs focusing on MTTR and SLA adherence.
Handle customer escalations and provide regular updates until resolution.

2. Multi‑Vendor Controller & Device Management

Perform provisioning, registration, and configuration of APs and firewalls across Cisco Meraki, Aruba, Cambium, Ruckus, and EnGenius platforms.
Execute firmware upgrades, SSID configurations, VLAN mapping, captive portal setup, and security policy implementation.

3. Advanced Troubleshooting, RCA & OEM Collaboration

Perform detailed RCA for Wi‑Fi outages and performance issues.
Coordinate with OEM TAC teams to resolve software, hardware, and interoperability issues.
Analyze RF environments, coverage gaps, interference, and authentication failures using controller analytics.

4. Field Team & Customer Technical Support

Provide remote technical guidance to field engineers for FLT, device replacement, and physical troubleshooting.
Assist customers with connectivity, onboarding, and advanced configuration issues.

Requirements & Qualifications

Experience: 2-5 years of hands-on experience in a Network Operations Centre environment specializing in enterprise Wi‑Fi and wireless networks.
OEM Proficiency:Experience with Cisco Meraki, Aruba AirWave/Central, Cambium cnMaestro, Ruckus SmartZone/Unleashed, and EnGenius Cloud.
Technical Skills:Strong understanding of IEEE 802.11 standards, RF parameters (RSSI, SNR, CCI), RADIUS/802.1X, DHCP, DNS, VLANs, firewalls, security gateways, enterprise Access Points and AAA
Process & Soft Skills:Experience with ticketing tools, SLA management, RCA reporting, and customer communication during escalations.
Preferred Certifications:CWNA, CCNA Wireless, Aruba Certified Mobility Associate (ACMA), or equivalent OEM certifications.

Team Member - WiFi