Technical Support Engineer

2 semanas atrás

Uberlândia, Minas Gerais, Brasil Fortinet Tempo inteiro

Responsibilities:

  • Collection, analysis, and change recommendations of configuration information
  • Collection and analysis of customer network information
  • Collection and initial analysis of packet trace information

Job Experience / Abilities Required

  • Experience in a technical support role in a networking/security company or equivalent education
  • Outstanding understanding of TCP/IP, routing protocols, L2/L3 switches
  • Desirable experience with security products firewalls, IPSec, IDS/IPS, Anti-Spam, virus scanning
  • Solid troubleshooting and problem-solving skills
  • Working knowledge on Windows, UNIX, or Linux
  • Previous call center experience, preferably supporting data networking products and/or security products is desirable.
  • Excellent English and Spanish skills both written and verbal. Ability to speak Portuguese is a plus.Ability to learn Portuguese within one year
  • Adaptable and flexible, operating in a fast-paced, dynamic environment.
  • An independent certification on security from SANS, (ISC) 2, ISACA, BS7799/ISO17799 is a plus.
  • Travel occasionally for short periods of time to take/provide training and special engagements
  • Consultation of technical documentation, bulletins, and release notes for known problems
  • Reproduction of customer environments on lab equipment
  • Follow up on technical cases including proper escalation and management of the case until case closure.
  • Manage customer communication and expectations until the closure of each case
  • Submit KB articles monthly to contribute with internal and external DB´s

Other Job Requirements

Bachelor / Engineering degree in Computer Science, Electronics or Telecommunications granted by a University recognized by the local Education System and/or Education Authority.

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