End User Support Analyst

Job Title: Associate Wifi and End-User Support Specialist
Company Overview:

For over 45 years, Advizex has helped businesses navigate the changing landscape of information technology (IT) to find the right solutions to achieve their business objectives.   To create true business value our innovative solutions are designed to meet customers' individual business needs. Our people bring deep technical expertise and real-world experience to develop lasting business relationships. Through our deep heritage built from Applications to Infrastructure are essential elements of our approach driving adoption of new innovative solutions. Today, it is the further integration of Applications and Infrastructure that unleashes the power of Software Designed IT Modernization and Cloud Computing with Security requirements as the underpinning of these focused solutions.

We pride ourselves on providing exceptional Managed IT services to our clients. Our team believes that the way to build trust and a long-term client relationship is by ensuring that expectations are crystal clear, making our work transparent, and being great communicators.  Advizex brings in-depth and proven expertise to managed services. We view technology holistically, which means we take the time to understand our customers' business environment and objectives before delivering actionable ideas to improve our customers' IT infrastructure and user experience.

Job Summary:

We are hiring a hybrid support role that bridges WiFi infrastructure support with Help Desk end-user troubleshooting. This role is a key part of our 24x7x365 Global Support Center and will help support our growing "WiFi as a Service" initiative while also acting as frontline support for laptops, mobile devices, connectivity issues, and login problems.

This position requires a mix of technical troubleshooting skills, customer service mindset, and familiarity with wireless technologies. The ideal candidate is confident in working with both systems and people, able to monitor wireless environments while also helping users stay connected and productive.

Key Responsibilities:

·       Provide frontline support for user-reported issues involving:

o   Laptop and desktop configuration/troubleshooting (Windows, macOS)

o   Mobile device setup and connectivity (iOS/Android)

o   Email, VPN, and wireless login/access issues

·       Assist users with onboarding to corporate WiFi and resolving authentication or connectivity failures.

·       Monitor wireless infrastructure using tools such as SolarWinds, Cisco/Meraki dashboards, or similar platforms.

·       Troubleshoot and escalate wireless access point issues, signal degradation, or performance slowdowns.

·       Document tickets, solutions, and troubleshooting steps clearly within the service management platform.

·       Follow up with users to ensure resolution and satisfaction.

·       Collaborate with network engineers and Tier 2/3 support as needed.

·       Participate in shift-based coverage as part of our global operations team.

Qualifications & Experience:

Required:

• 2+ years of Help Desk or Service Desk experience supporting laptops, phones, printers, or end-user applications.
• Strong understanding of basic networking concepts (IP addressing, DNS, DHCP, SSIDs).
• Experience with remote troubleshooting tools and service ticketing systems (e.g., ServiceNow, Bomgar, Teams).
• Excellent customer service, written, and verbal communication skills.
• Strong organizational skills with the ability to multitask and prioritize in a shift-based environment.

Preferred Skills and Prior Experience:

• Exposure to WiFi infrastructure such as Cisco, Meraki, or Aruba.
• Experience with wireless authentication methods like WPA2-Enterprise, RADIUS, or EAP-TLS.
• Familiarity with wireless troubleshooting tools (e.g., WiFi analyzers, SolarWinds, Splunk).
• Experience configuring wireless profiles, certificates, or mobile device policies.
• ITIL or CompTIA A+/Network+ certifications.

Benefits:

·       Competitive salary

·       Comprehensive health, dental, and vision insurance

·       Professional development opportunities

·       Flexible work arrangements:

o   Ability to travel 25% of the time

·       Generous paid time off

·       A career with a company where you will be challenged, respected, and valued.

·       A career with a company where most people have 10+ years of tenure with deep subject matter expertise.

Why Join Us?

• Opportunity to grow into advanced network or infrastructure roles.
• Hands-on experience supporting a global enterprise environment.
• Training in next-gen WiFi solutions and enterprise support practices.
• A supportive team focused on both client satisfaction and technical growth.
• Collaborative and innovative environment with strong leadership support.
• Competitive compensation and benefits package.

If you're ready to support users and systems in equal measure—and help drive the next wave of wireless services at Advizex—we want to hear from you. Apply today

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