Technical Support Engineer

Há 5 horas


Uberlândia, 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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