Senior Product Support Engineer impacting product development through engineering and ILS in various sectors. Focused on driving innovations and managing the establishment of a branch.
About the role
- Technical Support Analyst delivering remote IT solutions to enterprise clients. Responsibilities include troubleshooting network issues and collaborating with technical teams.
Responsibilities
- Provide remote and telephone technical support to enterprise clients;
- Respond to and resolve technical incidents and service 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 networks and services using management tools (e.g., Zabbix, Grafana, etc.);
- Identify faults, degradations, and emergency situations, taking preventive and corrective action;
- Guide and support field technicians in installation, maintenance, and repair activities;
- Escalate tickets to N2/N3 teams, vendors, or manufacturers as necessary;
- Work collaboratively with internal teams (NOC, engineering, operations, project teams, vendors);
- Clearly and accurately document 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): policy concepts, interfaces, VLANs. Understanding of SD-WAN, health-check, and link-monitor.
- Computer networks: 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 grocery allowance for purchases and meals 🍴
- Medical and dental coverage so you and your family stay healthy 💙
- Pharmacy partnerships for discounts on medications 💊
- Childcare allowance in accordance with current policy 🍼
- Gym membership discount to encourage exercise 🤸♀️🤸♂️
- Partnership with SESC for a variety of cultural and leisure programs ✈
- Partnerships for language, technology, and online course platforms 📚
- Payroll-deductible loans with attractive rates + financial education program 💰
- Corporate University and learning paths with diverse 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
Tech skills
Location requirements
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