Job Duties and Responsibilities - 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 webinars or workshops - Software recommendation, conduct bug scrubs reports - Upgrade testing, perform tests to upgrade customer devices in a lab environment and provide a report - Develop best practice deployment and troubleshooting methodology documentation - Follow up on technical cases and manage expectations until case closure - Conduct weekly status conference calls with customers to report on the status of open issues and projects - Conduct quarterly reports for managed accounts - Work closely and provide direct technical email and phone support to customers in the LATAM Region - Analyze support requests and complete requests for information and documentation - Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results Job Skills - Minimum of five years relevant professional experience, preferably in the network industry - Strong network security and routing experience - Exceptional customer service orientation and strong communication skills - CCNA, CCNP, CCIE, and/or CISSP certifications are a plus - Proficient with MS Word, PowerPoint, and Excel - Scripting and Windows server application experience - Willingness to travel - Advanced English proficiency #J-18808-Ljbffr
