Professional Post-Sales Tier 2 Engineer

Ingram Micro; A distancia; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A technology solutions provider is looking for a Technical Support Specialist to handle support cases effectively. You will need to diagnose complex technical issues and provide timely solutions while maintaining thorough documentation. The role requires a strong understanding of networking protocols and excellent communication skills in both English and Spanish. While primarily remote, occasional office visits may be necessary for meetings and training. Certifications like CCNA and CompTIA Network+ are valuable but not mandatory.

Formación

• Required knowledge of TCP / IP and OSI models.
• Ability to independently debug complex networks.
• Knowledge of routing and switching is a must.
• Experience with networking security protocols will be considered.
• Fluent English and Spanish communication skills are essential.

Responsabilidades

• Handle support cases to ensure timely issue resolution.
• Diagnose and solve complex technical issues.
• Reproduce customer issues in a lab environment.
• Review user documentation for training and manuals.
• Maintain compliance with certification paths.

Conocimientos

TCP / IP knowledge

Debugging complex networks

Routing and switching knowledge

Experience with networking security protocols

Excellent communication skills

Experience with troubleshooting tools

Fluent in English and Spanish

Herramientas

Cisco

CheckPoint

Juniper

Fortinet

Palo Alto Networks

Wireshark

Descripción del empleo

Post Sales

• Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished on time.
• Use fault isolation and root cause analysis skills to diagnose and solve complicated technical issues.
• Work to reproduce customer issues and qualify critical issues in a lab environment.
• Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.
• Comply with the certification path and keep them updated.
• Full-time position.

Remote work almost to 100%, sometimes is required to go to the office (meetings, physical labs, HR activities)

Your Experience

• Required knowledge of TCP / IP and OSI models.
• Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required.
• Knowledge of routing and switching is a must.
• Moderate experience with dynamic routing protocols is a plus.
• Experience with networking security protocols and technologies will be considered (IPSec, VPN, SSL, PKI).
• Prior experience in similar Technical Support Centers.
• Excellent written and verbal communication skills.
• Experience with any NGFW, such as Cisco, Checkpoint, Juniper, Fortinet, and Palo Alto Networks.
• Experience with troubleshooting tools such as Wireshark.
• Fluent English and Spanish, both written and spoken, since the service is bilingual.

Certifications (not required, but a plus)

• CCNA R&S
• CCNA Security
• PCNSA
• PCCET / PCCSA
• PCNSE
• CompTIA Network+