
Technical Support Engineer
Há 3 dias
Responsibilities:Collection, analysis, and change recommendations of configuration informationCollection and analysis of customer network informationCollection and initial analysis of packet trace informationJob Experience / Abilities RequiredExperience in a technical support role in a networking/security company or equivalent educationOutstanding understanding of TCP/IP, routing protocols, L2/L3 switchesDesirable experience with security products firewalls, IPSec, IDS/IPS, Anti-Spam, virus scanningSolid troubleshooting and problem-solving skillsWorking knowledge on Windows, UNIX, or LinuxPrevious 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 engagementsConsultation of technical documentation, bulletins, and release notes for known problemsReproduction of customer environments on lab equipmentFollow 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 caseSubmit KB articles monthly to contribute with internal and external DB ´sOther Job RequirementsBachelor / 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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