Hello, Effectively communicate with third parties such as partners and customers regarding technical issues and customer service inquiries, both orally and in writing. Diagnose and troubleshoot wireless, security, switching, and other various network-related issues reported by our client’s customers and partners. Own each customer case from initial creation to resolution. Collaborate with other support team members to fix network outages, misconfigurations, and complex networking issues on customers' devices. Read and analyze packet captures using Wireshark. Work with engineering and management to diagnose and resolve critical, escalated issues. Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles. Stay up to date on new features and technology by attending lunch and learns, participating in engineering and product team communication, and keeping up with enterprise and cloud networking trends. For more details: Industrial Services Video