Assistant Manager - Customer Service Operations

Job Title: WiFi & NAC L2 Engineer
Experience: 6+ Years
Location: Pune Customer premises
Employment Type: Full-Time

Job Summary

We are seeking an experienced WiFi & Network Access Control (NAC) L2 Engineer to support, troubleshoot, secure, and optimize enterprise wireless and NAC environments. The role includes operational support along with compliance, security hardening, and upgrade activities to ensure a robust and secure network infrastructure.

Key Responsibilities

• Provide L2 support for enterprise WiFi and NAC environments
• Troubleshoot wireless issues related to:
• Connectivity, roaming, interference, and performance
• Manage and support NAC solutions for:
• Authentication, authorization, and endpoint compliance
• Handle incident, problem, and change management tickets
• Perform root cause analysis (RCA) for recurring issues
• Work with L3 teams/vendors for complex escalations
• Monitor network health and ensure SLA compliance

Compliance, Hardening & Upgrade Activities

• Perform network hardening in line with organizational and industry security standards
• Implement and maintain secure configurations for:
• Wireless controllers, access points, and NAC systems
• Ensure compliance with standards such as:
• ISO 27001, CIS benchmarks, or internal security policies
• Conduct periodic vulnerability assessments and remediation
• Support patch management and firmware/software upgrades for:
• Wireless LAN controllers (WLCs)
• Access Points (APs)
• NAC systems (e.g., Cisco ISE, Aruba ClearPass)
• Plan and execute upgrade activities with minimal downtime
• Maintain upgrade documentation, rollback plans, and validation testing
• Audit configurations and enforce:
• Strong authentication (802.1X)
• Secure encryption protocols (WPA2/WPA3)
• Participate in security audits and compliance reporting

Technical Skills Required

WiFi / WLAN

• Strong knowledge of:
• 802.11 a/b/g/n/ac/ax standards
• RF fundamentals (channels, interference, signal strength)
• Experience with enterprise wireless solutions from vendors like:
• Cisco (WLC, APs)
• Aruba (Mobility Controllers, Instant AP)
• Experience in:
• SSID configuration
• VLAN mapping
• Roaming optimization

NAC (Network Access Control)

• Hands-on experience with NAC solutions such as:
• Cisco ISE
• Aruba ClearPass
• Knowledge of:
• 802.1X authentication
• RADIUS/TACACS+
• Guest access and BYOD onboarding
• Policy creation and troubleshooting authentication failures

Networking Fundamentals

• Strong understanding of:
• TCP/IP, DNS, DHCP
• VLANs, STP, routing basics
• Familiarity with:
• Packet capture tools (Wireshark)
• Network monitoring tools

Soft Skills

• Strong troubleshooting and analytical skills
• Good communication and stakeholder management
• Ability to work in a 24x7 support environment
• Team collaboration and documentation skills

Preferred Certifications

• Cisco Certified Network Associate (CCNA)
• Cisco Certified Network Professional (CCNP) Enterprise (preferred)
• Aruba Certified Mobility Associate/Professional
• Any NAC-related certifications (ISE / ClearPass)
• Security certifications (optional but preferred)

Roles & Expectations (L2 Level)

• Handle complex incidents beyond L1 capability
• Perform deep troubleshooting and RCA
• Implement standard changes and configurations
• Execute hardening and upgrade activities
• Ensure compliance with security and audit requirements
• Escalate unresolved issues with proper analysis

Key Performance Indicators (KPIs)

• Incident resolution time (MTTR)
• SLA adherence
• First-time resolution rate
• Compliance audit success rate
• Patch and upgrade success rate
• Customer satisfaction (CSAT)