The role of the Network Engineer is to respond to troubleshoot tickets, act as the customer's point of contact for reported problems and troubleshoot problems to resolution.
This will involve extensive conversations with customers and other Network Engineers, duplicating the reported problem in the laboratory and, using extensive IP networking and network security knowledge to resolve the problem
**Responsibilities**:
- Receive trouble cases from calls or from the client web ticketing system; manage the case load and summarize ticket status for shift hand-off
- Perform fault isolation steps to include Wire Shark; flow basics and firewall status; repeat procedures as needed and escalate to the Team Lead when appropriate
- Use extensive knowledge of the OSI model and how data packets move in the network to troubleshoot VLAN's use ARP tables to verify L2/L3 mapping and MAC to IP interfaces
- Initiate ping and trace routes; analyze TCP headers; 3 way handshakes; sequence numbers; buffer capacity; Work from CLI; GUI and/or CMD prompt interface to resolve customer issues
Skills Required
- BA degree or equivalent is desired
- High School Diploma as a Minimum
- CCNA or equivalent required; CCNP or other certifications are desired
- 1 - 2 years of help desk experience in a call center environment (or equivalent)
- Knowledge of MPLS BGP OSPF LSA status Peering start states and packet trace
- Willingness/ability to work overtime to support customers
- Telephone communication skills; remain empathetic and courteous while speaking to customers about frustrating; complicated IT problems
- Good written communication skills; type updates to trouble tickets to include detailed troubleshooting comments and details; must demonstrate close attention to detail
**Benefits**:
14 days of vacation per year
Performance bonus
Retention bonus
Free Gym on site
PANW certification sponsored
Career path (From level 1 to level 5)
Specialization teams, Dedicated Engineer and Virtualization.
Private Medical Insurance + Medical Plan discounts
WFH
Referral bonus
Tipo de puesto: Tiempo completo
Salario: ¢1,017,000.00 - ¢1,695,000.00 al mes
Pregunta(s) de postulación:
- Do you have an advanced English level?
It is a must
- Are you from Costa Rica?
It is a must
- What is your salary expecation in colones?