VPN Support Engineer

Job Description
At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world's most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.

Your role

As a Network Support Engineer, you will be a critical part of our technical support team, providing expert assistance to customers experiencing network connectivity and security issues. You'll leverage your technical knowledge to troubleshoot and resolve complex problems while delivering exceptional customer service.

In this role you will play a key role in:

• Providing technical support for customers experiencing issues with Remote Access VPN (SSL/IPsec), Site-to-Site VPN tunnels, Cisco ASA and FTD firewalls, and Cisco Secure Client (AnyConnect)
• Performing initial triage, log analysis, packet captures, and configuration reviews to identify and resolve network security issues
• Guiding customers through real-time troubleshooting via phone, email, or chat while maintaining high levels of professionalism and customer satisfaction
• Documenting detailed case notes, solutions, and troubleshooting steps to build our knowledge base
• Collaborating with senior TAC engineers and escalation teams when needed to ensure timely problem resolution

Your profile

• Minimum 2 years of experience in IT help desk, service desk, or technical support roles
• You need to be located in Bogota since this role is Hybrid
• CCNA certification or equivalent CCNA-level knowledge demonstrating your networking expertise
• Strong foundational understanding of IP networking (TCP/IP, routing, subnets), NAT, ACLs, firewalls, and basic security concepts
• Experience supporting end users in troubleshooting connectivity or network-related issues
• Excellent communication skills (oral and written) with the ability to explain technical concepts clearly
• Ability to thrive in a fast-paced, high-pressure support environment while maintaining composure

What You'll Love About Working Here

• Well-being Hub: The global Well-Being Hub connects employees across various facets of well-being: work-life balance, working hours and network growth.
• Free access to learning platforms: Free access for all to world-class learning assets and curated programs from Harvard Business Review, Coursera, Pluralsight, Udemy, Microsoft, AWS, Google and many more.

Local content

At Capgemini LATAM, we aim to attract the best talent and are committed to creating a diverse and inclusive work environment, so there is no discrimination based on race, sex, sexual orientation, gender identity or expression, or any other characteristic of a person. All applications welcome and will be considered based on merit against the job and/or experience for the position.

What we offer?

• Stable Employment: Permanent contract offering long-term job security.
• Learning & Development: Access to a wide range of online training platforms and professional development resources.
• Language Training: Weekly virtual English classes and conversation sessions with certified instructors. Online Courses for different languages.
• Health Coverage: Comprehensive prepaid medical and dental plans.
• Insurance Protection: Life and accident insurance for peace of mind.
• Wellness Perks: Discounts and benefits through fitness and technology partnerships.