On-site Technical Support Analyst

Description

Job Summary: We are seeking a Support Engineer (Fortinet) to provide Level 1 and Level 2 support, manage service requests and incidents, and assist with installations with high attention to detail. Key Highlights: 1. Comprehensive technical support role with a focus on Fortinet. 2. Opportunity to work with technology products from renowned brands. 3. Development of problem-solving and customer service skills. Description A company focused on the marketing and support of technology products from renowned brands—including Fortinet, Tenable, Blancco, among others—is seeking a Support Engineer (Fortinet) to work in Mexico City. Requirements: Gender: Not specified Age: Not specified Marital status: Not specified English: Intermediate\-Advanced Education: Bachelor’s degree or Engineering in Computer Systems, Communications, Computing, or related field. (Degree completion preferred) Flexible working hours Excellent personal presentation Fortinet certification (NSE4 and NSE5\) preferred Competencies: Self-taught Proactive Customer-oriented Structured High attention to detail Strong oral and written communication skills Multitasking ability Effectiveness and ability to work under pressure Discipline Leadership Problem-solving Adaptability Compliance with standards Knowledge: Fortinet firewall knowledge preferred (installation, configuration, troubleshooting) Knowledge of communication protocols (IP, TCP, UDP) Knowledge of static and dynamic routing General switching knowledge (VLANs, TRUNKs, Inter-VLAN) English (ability to understand technical documentation and engage in verbal communication with technical staff) Manufacturer security certifications preferred (e.g., Fortinet, Cisco CCNA, Imperva, CyberArk, Gigamon, F5, Infoblox, Palo Alto – Cortex XDR and Cortex XSOAR, Tenable, Netscout). Responsibilities: Provide Level 1 and Level 2 on-site support for service requests and incidents. Support efforts to achieve customer satisfaction and closure of change requests and improvement recommendations related to managed services. Provide on-site support for client installations arising from technical support requests, change requests, or improvement recommendations. Timely escalation to area leads when required regarding service delivery activities. Escalate technical support requests or other service delivery–related activities via vendor tickets whenever necessary, to enable rapid resolution of software and/or hardware issues or deeper analysis of reported incidents or customer requirements. Meet defined SLAs, maintaining appropriate first-response, resolution, and on-site response times. Accurately and promptly document tracking of technical support requests, change requests, and improvement recommendations. Document knowledge base articles related to resolution of technical support requests, change requests, and improvement recommendations handled. Support maintenance windows or out-of-hours change control implementation when required by managed services, technical support, or cybersecurity solution integration delivery. Achieve general objectives assigned by leadership relevant to the position. Cover on-demand shifts as required by business or client needs. Maintain efficient communication and service relationship with the client. Employment type: Full-time Work schedule: 10-hour shift 8-hour shift Mixed shift Education: Completed bachelor’s degree (preferred) Language: English (preferred) Work location: On-site employment Expected start date: Immediate Salary: $7,569\.32 \- $17,502\.66 per month Benefits: * Complimentary beverages * Option for indefinite-term contract * Cafeteria service * Company-provided mobile phone Work location: On-site employment