About this role
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 • Strong understanding of TCP/IP, routing protocols, L2/L3 switches • Desirable experience with security products firewalls, IPSec, IDS/IPS, Anti-Spam, virus scanning • Strong 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. • Strong 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.