Skills & Qualifications

• Relevant professional experience preferably in the network industry

• Solid network security and routing experiences

• Exceptional customer service orientation and strong communications skills

• Asset to have CCNA, CCNP, CCIE, and/or CISSP certifications

• Proficient with MS Word, PowerPoint, and Excel

• Scripting and Windows server app experience

• Willing to travel

• Advanced English level

Job duties 

• Collection, analysis and change recommendations of configuration information

• Collection and analysis of customer network information

• Collection and analysis of packet trace information

• Recommend actions based on analysis

• Customer education, deliver knowledge transfer like webinar or workshops

• Software recommendation, conduct bug scrubs reports

• Upgrade testing, on a lab environment perform test to upgrade customer devices and provide a report

• Develop best practice deployment and troubleshooting methodology documentation

• Follow up technical cases and manage the right expectation until the closure of the cases

• Conduct weekly status conference calls with customers to report status of open issues and projects

• Conduct quarterly reports for your managed accounts

• Work closely and provide direct technical email and phone support to our customers in the LATAM Region

• Analysis of support request, completion of requests for information and documentation

• Will exercise independent judgment in methods, techniques and evaluation criteria for obtaining results