Role Overview
We are looking for a
Senior Wireless Network Technical Support Specialist (T3) to act as the
final escalation point for enterprise wireless issues in a global Cisco environment. This role focuses on
advanced troubleshooting, incident ownership, and wireless optimization, working closely with L2 engineers and global stakeholders during US business hours.
Key Responsibilities
- Act as L3/T3 escalation for complex wireless issues across multiple sites
- Troubleshoot and resolve issues involving Cisco 9800 Wireless LAN Controllers and Access Points
- Perform root cause analysis (RCA) for recurring or high-impact wireless incidents
- Support large-scale AP deployments, upgrades, and migrations
- Lead and participate in P1/P2 incident bridges
- Work with ServiceNow for incident, change, and problem management
- Create and maintain technical documentation and SOPs
- Mentor and guide L1/L2 wireless support engineers
Required Skills & Experience
- Strong hands-on experience with Cisco Wireless, especially Cisco 9800 WLC
- Solid understanding of 802.11 standards (a/b/g/n/ac/ax) and wireless troubleshooting
- Experience supporting enterprise, multi-site wireless environments
- Strong knowledge of TCP/IP, DHCP, DNS, VLANs, and routing fundamentals
- Experience working in ITIL-based operations and change management
- Ability to work independently during US Eastern Time hours
Nice to Have
- Experience with Cisco DNA Center / Prime Infrastructure
- Wireless site survey or RF optimization experience (Ekahau, AirMagnet, etc.)
- Prior experience supporting manufacturing or large campus environments
- Relevant certifications (CCNP, CCIE, CWNA optional)
About Bold Business
Bold Business is a US-based global business process outsourcing (BPO) firm with over 25 years of experience and $7B+ in client engagements. We help fast-growing companies scale through smart talent strategies, automation, and technology-driven solutions.
Bold Business recruiters always use a @boldbusiness.com email address and/or from our Applicant Tracking System, Greenhouse. Any variation of this email domain should be considered suspicious. Additionally, Bold Business recruiters and authorized representatives will never request sensitive information in email or via text. 
