Technical Support Engineer

hace 3 semanas

Ciudad de México Fortinet A tiempo completo

Provide basic troubleshooting on the full range of Fortinet products to our clients in Latin America**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.

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