Job Description

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 webinar or workshops
Software recommendation, conduct bug scrubs reports
Upgrade testing, on a lab environment perform test to upgrade customer devices and provide a report
Develop best practice deployment and troubleshooting methodology documentation
Follow up technical cases and manage the right expectation until the closure of the cases
Conduct weekly status conference calls with customers to report 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 request, 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 experiences
Exceptional customer service orientation and strong communications 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

Technical Account Mgr

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