EMPREGO

Technical Support (Cisco)

Grupo Preselección-San José, Costa Rica

This person is a first level support provider, responsible for supporting end-users in customer organizations regarding networking, unified communications, security appliances, and desktop/server incidents.

Primary responsibilities:

  • Support corporate networks remotely while interacting with "non-technical" staff
  • Monitor and resolve customer incidents or escalate to appropriate staff as needed
  • Work directly with customers and communicate in business terms according to Synnapex guidelines
  • Efficiently triage and prioritize technical support requests based on the issue presented.
  • Follow up and track open support tickets to ensure timely resolution (create, manage, and update tickets with accurate information)
  • After-hours maintenance and changes based on prepared MOPs (Method of Procedure)
  • Patch Management monitor, recommendation, and mitigation
  • Updating inventory and maintaining inventory database of customer environments
  • Preparing and revising documentation such as “how-to” guides and internal knowledgebase
  • Co-ordination with hardware vendors when required
  • Understand and work within SLA/SLO agreements
  • Create Problem records for issues that require further follow-up / permanent fixes
  • Follow all change management guidelines and policies

Requirements:

  • Post-Secondary education in a related field
  • 3 -5 years practical business experience
  • English Advanced
  • Certifications desired: Microsoft (MCSE or equivalent, CCNA, CCNP, CCIE, Fortinet, Security+, A+, Network +, Unified Collaboration or Security focused)
  • Experience working with Cisco tools (troubleshooting, support, etc.)
  • An understanding of switching, routing, security appliances and wireless and their purpose in a corporate network
  • Ability to concisely document an issue and its solution
  • Professional experience operating and provisioning RMM tools
  • Able to work with mínimal supervision, as well as within a team environment
  • Comfortable with dealing with customer support
  • Strong desire to learn, ability to work in a fast-paced environment
  • Schedule availability

Tipo de puesto: Tiempo completo

Salario: ₡750 000,00 - ₡1 000 000,00 al mes

Idioma:

  • inglés (Obligatorio)