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Managed Services Support Engineer

Mexico D.F., Mexico
Job ID: 44335

Description

Job Description

  • Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
  • Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
  • Use fault isolation and root cause analysis skills to diagnose and solve complicated technical issues
  • Work to reproduce customer issues and qualify critical issues
  • Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
  • Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc.

Your Experience

  • Required experience with TCP IP
  • Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
  • In-depth experience in routing and switching (OSPF, BGP, VLAN, STP)
  • Experience with security (IPSEC, SSL-VPN, NAT, GRE)
  • Prior experience in similar Technical Support Centers is a plus
  • Experience with Authentication Protocols a plus (Radius / TACACS)
  • Excellent written and verbal communication skills
  • Experience with Cisco, Checkpoint, Juniper (Netscreen), Fortinet products is a plus.
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