Technical Supporter assisting customers with software - related issues and solutions. Collaborating using modern tools to ensure customer satisfaction and efficient operations.
About the role
- Technical Support Analyst providing remote technical assistance to Enterprise clients. Responsibilities include troubleshooting network issues and managing service tickets in collaboration with various internal teams.
Responsibilities
- Provide remote and telephone technical support to Enterprise clients;
- Receive and handle incidents and technical requests, ensuring SLA compliance;
- Open, analyze, follow up on, and close tickets in ticketing systems;
- Perform network and connectivity troubleshooting, from basic to advanced levels;
- Monitor the network and services using management tools (e.g., Zabbix, Grafana, etc.);
- Identify failures, degradations, and emergency situations, acting preventively and correctively;
- Guide and support field technicians with installation, maintenance, and repair activities;
- Escalate tickets to N2, N3, vendors, or manufacturers when necessary;
- Work collaboratively with internal areas (NOC, engineering, operations, projects, vendors);
- Record clear and accurate diagnostics, actions, and technical evidence in tickets;
- Work with multiple technologies and products, including satellite links and terrestrial links.
Requirements
- Basic knowledge of Fortinet Firewalls (FortiGate)
- Concepts of policies, interfaces, VLANs
- Understanding of SD-WAN, health-check, and link-monitor
- Computer networking
- TCP/IP, DNS, DHCP
- Concepts of latency, jitter, and packet loss
- Basic network troubleshooting skills
- Routers and switches
- VLANs, ports, link up/down
- Concepts of uplink, trunk, and access
- Connectivity
- Dedicated links, broadband, 4G (Amplimax)
- Interaction with telecom carriers
Benefits
- Meal and/or food allowance for groceries and meals 🍴
- Medical and dental coverage for you and your family 💙
- Pharmacy partnerships for medication discounts 💊
- Childcare assistance according to company policy 🍼
- Gym membership partnerships to encourage physical activity 🤸♀️🤸♂️
- Partnership with SESC for a variety of cultural and leisure programs ✈
- Partnerships for language studies, technology training, and online course platforms 📚
- Payroll-deductible loans with attractive rates + financial education program 💰
- Corporate University and learning paths with content on technology, soft skills, market trends, and more 👨💻
- Employee referral program with potential rewards and bonuses 🎁
- Group life insurance ⛑
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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