Technical Support Engineer - Cloud Security - Umbrella
Cisco Systems
- Ciudad de México
- Permanente
- Tiempo completo
- Respond to customer support requests via phone and email
- Diagnose and provide solutions to technical issues
- Research issues while maintaining communication with end-users
- Raise issues to Tier II and Tier III support, as needed
- Build end user documentation and recommend procedure changes to improve efficiency
- Multitask efficiently, toggling from email support to incoming calls throughout your shift
- Maintain composure in a fast-paced professional environment
- Solving problems accurately, creatively, and efficiently
- Work well in a distributed team environment
- Multi-functional collaboration
- Able to work weekends on a rotational schedule
- You have achieved a bachelor's degree or equivalent experience, or have accurate relevant past work experience, in a technical field (CS/CE/EE preferred) and have 2+ years of customer facing experience in network/IT support.
- Have a real passion for supporting network security products.
- Experienced at solving sophisticated networking issues and have a superb grasp of fundamental networking.
- Strong verbal and written communication skills, and you are skilled in answering customers' technical inquiries.
- Desire to expand your skills, move into new areas.
- Diligent and analytical.
- Comfortable problem solving via both phone and email.
- Hold a CCNA (R&S or Security) certification or have equivalent work experience.
- Familiarity solving and understanding LAN/WAN environments, Active Directory, DNS, multiple OS platforms, cloud-based security products
- Experience in high level Wireshark analysis
- Web Proxy support experience
- Familiarity with Firewall, ISR or VPN
- Familiarity with Zendesk, JIRA
- Ability to prioritize and work responsibly with or without direct supervision.
- Care about giving to an amazing work culture and environment
- Are comfortable navigating a fast-paced role
- Are comfortable asking questions and reading documentation daily
- Are passionate about helping customers
- Have impeccable communication - both verbal and written
- Can work weekends on a rotational basis
- This is a role where change is constant
- We are a team that pushes each other and learns together
- This is a customer facing frontline support role
- Working some weekends is required
- Assisting customers via phone is required
- You must be comfortable asking for help