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**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.
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