Technical Support Engineer
Bogota, Cundinamarca, Colombia
hace 9 horas

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!
  • Strong analytical skills, oriented to details.
  • Proven track as problem solver.
  • Highly organized, multi-tasking skills required.
  • Adaptable and flexible, operating in a fast-paced, dynamic environment.
  • Ability to work and take quick decisions under pressure.
  • 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
  • Recommend corrective actions based on analysis
  • Provide customer education where needed due to gaps in networking, product knowledge, processes, etc
  • 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
  • Ensure clear and courteous communication with the customer until ticket closure
  • Submit KB articles on a monthly basis to contribute with internal and external DB s
  • Use internal resources to self-study technologies and products as required by customer s demand
  • Complete internal training as need and pass internal certifications as required
  • Collaboratively work with peers within Latin America and AMER region, in order to work on initiatives which can help to give better service to our customers,
  • partners and the security community in general

  • Honor SLA s and metrics in order to achieve customer satisfaction
  • Suggest areas of improvement in the ticket handling process
  • Proper follow up of the processes established
  • Proactively take action to close tickets in a timely manner
  • Other Job Requirements :

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

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