Network Support Analyst, Junior

Role Overview

• Knowledge of Dual SIM for deployment, monitoring and repair, troubleshooting and staging, configuration of routers/APs and software
• Knowledge of Fortinet
• Knowledge of LAN/WAN and Wireless networks, network architecture and protocols: MPLS (point-to-point), OSPF, EIGRP, BGP, RIB implementation, IOS
• Proficiency in testing via MobaXterm or PuTTY to support field technicians, with the ability to provide remote assistance to field technicians (by phone and/or WhatsApp group); providing support for operations and strong teamwork is a differentiator
• Coordination with partners to dispatch local field technicians and contact carriers (Vivo, Claro and Tim) to verify lines/SIMs
• Opening TAC and RMA requests with Fortinet or other manufacturers
• Additional Competencies:
• Relevant certifications: Having Fortinet, networking or other relevant certifications can demonstrate commitment to continuous learning and proficiency in specific technical skills
• Experience with multiple telecom providers: As the role involves coordination with carriers such as Vivo, Claro and Tim, prior experience with these or other telecom operators can be useful
• Behavioral Competencies:
• Effective communication: The ability to communicate clearly and effectively, both verbally and in writing, is critical. This includes the ability to explain complex technical concepts in a way non-technical people can understand
• Problem solving: Given the technical nature of the role, the ability to analyze issues, think critically and find effective solutions is essential
• Teamwork: The description highlights supporting field technicians and collaborative operational support as a plus. Thus, the ability to work well in a team and collaborate with others is important
• Adaptability: Technology is constantly changing, so the ability to adapt and learn new skills and technologies is crucial
• Attention to detail: Accuracy is essential when configuring routers and performing other technical tasks
• Time management: The ability to manage time effectively and prioritize tasks is important in any role, particularly in a technical environment with competing tasks
• Patience and empathy: When providing remote support, patience and empathy are key to dealing with users and understanding their needs.

Tech Stack

• iOS