Technical Support Engineer

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.