Technical Support Engineer
hace 5 meses
Job Duties and Responsibilities:
Advanced troubleshooting on FORTIGATE products Collection, analysis, and change recommendations of configuration information. Collection and analysis of customer network information. Collection and initial analysis of packet trace information. Recommend corrective actions based on analysis, Manage customer communication and expectations until the closure of each case. Collaboratively work with peers within the post-sales and pre-sales teams of the organization, 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 to achieve customer satisfaction. Manage customer communications and expectations until the closure of each case, conduct and lead customer management meetings regarding escalation. Complete internal training and fulfill certifications as required. Proper follow up of the organization compliance policy. Suggest areas for improvement in the ticket handling process. Deliver technical training to colleagues within the organization. Effective communication with other technical areas.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´sThis position is onsite CDMX
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