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.