Job Duties and Responsibilities Collection, analysis and change recommendations of configuration information Collection and analysis of customer network information Collection and analysis of packet trace information Recommend actions based on analysis Customer education, deliver knowledge transfer like webinars or workshops Software recommendation, conduct bug scrubs reports Upgrade testing, on a lab environment perform tests to upgrade customer devices and provide a report Develop best practice deployment and troubleshooting methodology documentation Follow up technical cases and manage the right expectations until the closure of the cases Conduct weekly status conference calls with customers to report the status of open issues and projects Conduct quarterly reports for your managed accounts Work closely and provide direct technical email and phone support to our customers in the LATAM Region Analysis of support requests, completion of requests for information and documentation Will exercise independent judgment in methods, techniques and evaluation criteria for obtaining results Job Skills Minimum of five years relevant professional experience preferably in the network industry Strong network security and routing experience Exceptional customer service orientation and strong communication skills Asset to have CCNA, CCNP, CCIE, and/or CISSP certifications Proficient with MS Word, PowerPoint, and Excel Scripting and Windows server app experience Willing to travel Advanced English level #J-18808-Ljbffr