Network Support Engineer

hace 1 mes

Ciudad de México, Ciudad de México Cisco Meraki A tiempo completo
Job Summary

Cisco Meraki is seeking a skilled Network Support Engineer to join our team. As a Network Support Engineer, you will provide exceptional technical support for our growing client and partner base. You will investigate and resolve problems for the entire Meraki product line, including our wireless access points, security appliances, switches, and other technologies.

Key Responsibilities
  • Effectively work alongside third parties such as partners and customers regarding technical issues and customer service inquiries, primarily over the phone and in writing.
  • Diagnose and solve wireless, security, switching, and other various network-related issues reported by Cisco Meraki customers and partners.
  • Own each customer case from initial creation to resolution.
  • Collaborate with other support team members to fix network outages, incorrect configurations, and sophisticated networking issues on customers' devices.
  • Read and analyze packet captures using Wireshark.
  • Work with our engineering and product management teams to diagnose and resolve critical, escalated issues.
  • Understand and use Linux console commands to identify and resolve issues with Meraki devices and Meraki Dashboard services.
  • Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles.
  • Stay up to date on Meraki features and technology by completing instructor-led and self-paced training modules.
Requirements
  • A foundational understanding of and firsthand experience with network technologies including firewalls, content filters, routing/switching, VLANs, VPNs, and 802.11a/b/g/n/ac wireless.
  • Detailed and thorough comprehension of networking protocols including TCP, STP, ARP, Ethernet, OSPF, etc.
  • Experience supporting or testing LANs, VLANs, 802.11 wireless networks, VPNs, NAT devices, & DHCP servers.
  • Outstanding written and verbal communication skills.
  • Ability to clearly and concisely articulate both technical and non-technical concepts to third parties.
  • Outstanding customer service skills.
  • Bilingual in English/Spanish is a must. Portuguese fluency is a bonus.
  • Excellent time management, follow-through, and attention to detail.
  • Experience in computer networking-related problem solving, critical thinking, and troubleshooting.
  • Ability to multitask and work under stress.
  • Working towards or have a bachelor's degree in Computer Information Technology, Information and Computer Technology, Networking and IT Security, or a related field.
  • Networking certifications a plus: CCNA, CCNP, CWNA, etc.
About Cisco Meraki

Cisco Meraki is a leader in the networking industry, providing innovative solutions for businesses and organizations. We are committed to connecting everything, people, processes, data, and things, and we are looking for talented individuals to join our team.

We are an equal opportunity employer and welcome applications from diverse candidates. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

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