Technical Support WLAN

Work Setup and Location: On-Site, Arayat st., Mandaluyong, Metro Manila

Work Schedule: Morning or Mid-Shift, Monday-Friday (8-hour shift)

Experience Level: 3-5 years

No. of employees required: 2

About the Role:

We are seeking an experienced Technical Support WLAN professional to provide expert support and maintenance for the organization’s wireless network infrastructure. This role involves troubleshooting, configuring, and optimizing wireless networks to ensure reliable and secure Wi-Fi access across various locations. You will collaborate with the networking team to manage wireless network performance, perform hardware and software diagnostics, and resolve connectivity issues.

Key Responsibilities:

WLAN Support and Troubleshooting

• Provide technical support for WLAN (Wireless Local Area Network) infrastructure, including access points, controllers, and wireless clients.
• Diagnose and resolve issues related to wireless connectivity, interference, bandwidth problems, and access point performance.
• Perform root cause analysis of wireless network failures, outages, or poor performance and implement corrective actions.
• Troubleshoot and resolve client-side WLAN issues such as device connectivity, authentication, and roaming problems.

WLAN Installation and Configuration

• Install, configure, and optimize WLAN components, including wireless access points (APs), controllers, and related hardware/software.
• Set up and maintain wireless networks for various office locations, ensuring the seamless connection of all devices within the network range.
• Configure wireless networks with proper security settings, including WPA2, WPA3, VLAN tagging, and SSID management to ensure a secure and reliable connection.
• Collaborate with network engineers to ensure proper integration of WLAN with existing wired network infrastructure and systems.

Performance Monitoring and Optimization

• Continuously monitor WLAN performance using network management tools (e.g., Cisco Prime, Aruba AirWave) to ensure optimal coverage and network availability.
• Conduct site surveys to assess signal strength, identify dead zones, and recommend improvements to ensure coverage consistency.
• Optimize WLAN performance by adjusting wireless channel settings, power levels, and configuring load balancing to reduce congestion.
• Troubleshoot and resolve interference issues caused by physical barriers, other wireless networks, or competing devices.

Security and Compliance

• Implement and maintain security policies for wireless networks, ensuring the proper configuration of encryption, authentication, and access control protocols (e.g., WPA2, 802.1x, RADIUS).
• Conduct regular audits of WLAN security configurations and implement security patches and updates as needed to ensure compliance with company policies and regulatory standards.
• Collaborate with security teams to monitor for potential vulnerabilities, attacks, or unauthorized access within the wireless network.

WLAN Troubleshooting Documentation and Reporting

• Maintain detailed logs of WLAN issues, resolutions, and configurations for troubleshooting and future reference.
• Document and update knowledge base articles and user manuals related to WLAN setup, troubleshooting, and best practices.
• Generate reports on WLAN performance, incidents, and resolutions to provide visibility to the IT management team.
• Assist in the preparation of WLAN performance assessments and capacity planning reports.

End-User Support and Training

• Provide end-user support for wireless connectivity issues, including troubleshooting client devices (laptops, smartphones, tablets) and resolving authentication or access issues.
• Assist end-users in the proper configuration of their wireless devices to ensure a seamless connection to the corporate WLAN.
• Offer guidance and training to end-users and internal teams on the best practices for connecting to and using the wireless network.

WLAN Infrastructure Upgrades and Expansion

• Assist in the planning and deployment of new wireless network infrastructures, including the installation of additional access points to expand coverage.
• Work closely with IT teams to upgrade existing WLAN hardware, implement new features, and enhance network scalability.
• Evaluate and recommend new WLAN technologies and vendors that can improve network performance, capacity, and security.

Requirements

Qualifications and Skills:

• Education: Bachelor’s degree in Information Technology, Network Engineering, Computer Science, or a related field, or equivalent technical certifications and experience.
• Experience:
• 3-5 years of experience in WLAN support, configuration, and troubleshooting in an enterprise environment.
• Hands-on experience with WLAN hardware and technologies, including wireless access points (APs), controllers, and client devices.
• Familiarity with wireless standards (e.g., 802.11 a/b/g/n/ac/ax) and wireless security protocols (e.g., WPA2, WPA3, 802.1x, RADIUS).
• Experience with wireless site surveys and WLAN optimization techniques.
• Experience with network management and monitoring tools (e.g., Cisco Prime, Aruba AirWave, SolarWinds).
• Technical Skills:
• Strong understanding of networking concepts, including IP addressing, DHCP, DNS, VLANs, and routing.
• Experience with configuring and troubleshooting wireless network devices such as Cisco, Aruba, Ruckus, or Ubiquiti access points and controllers.
• Familiarity with network security tools and methods, including encryption, VPN, and firewall configuration.
• Proficiency with diagnostic tools such as Wireshark, NetFlow, or similar software for troubleshooting wireless issues.
• Ability to configure and maintain RADIUS servers for secure wireless authentication.
• Soft Skills:
• Excellent problem-solving and troubleshooting skills.
• Strong communication skills to explain technical issues to non-technical users.
• Ability to prioritize tasks and manage multiple WLAN support requests in a fast-paced environment.
• Strong attention to detail, especially in the documentation of network configurations and troubleshooting procedures.
• Ability to work independently and as part of a team in a collaborative environment.
• Certifications (preferred):
• Cisco Certified Network Associate (CCNA) or higher (preferably CCNA Wireless or CCNP Wireless).
• CompTIA Network+ or other networking certifications.
• Certified Wireless Network Administrator (CWNA) or Certified Wireless Network Expert (CWNE).
• Certified Information Systems Security Professional (CISSP) for security-related roles.