Networking Support Engineer - Heredia, Costa Rica - Webhelp

Webhelp

Empresa verificada

Heredia, Costa Rica

hace 1 semana

Publicado por:

Andrea Rodríguez

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Descripción

Customer Service/Support

Location

Barreal de Heredia, Costa Rica***Job Title:Networking Support Engineer (Switching, Routing, Security)

Job Description:

The Technical Support Associate provides advanced technical support for designated client products. You will handle escalated or complex customer cases for external/internal users of a client's products or services.

Essential Functions/Core Responsibilities:

Provide advanced technical support by handling escalated or complex customer cases, while under mínimal supervision
Identify, investigate, research and provide resolution on user questions and problems, including hardware, software, networking, or other designated client products
Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs')
Log all incoming calls and accurately complete case notes in the call tracking database
Associate's Degree in related technical discipline with one to three years of related technical experience preferred
Indepth knowledge of
: Network Fundamentals,:
OSI Model (concept, layers' functionality, PDUs, encapsulation/decapsulation).
IP, Ethernet, TCP, UDP headers and fields' functionality.
Networking devices' functionality and operation (Router/Switch/Proxy server)
Unicast, multicast and broadcast at Layer 2 and
Switching: MAC learning, forwarding, filtering, flooding, blocking.
Broadcast domains, vlans, intervlan routing, tagged/untagged ports, routingona stick.
ARP, GARP, Reverse ARP.
MAC Table vs Routing table vs ARP Table.
STP (concept, loop avoidance mechanism, port roles and states).
Subnetting, Subnet Mask, Default Gateway, valid host addresses, broadcast.
Static routing vs dynamic routing
Asymmetric routing, routinginstances, policybased routing, PPP/PPPoe.
IP concepts: TTL, QoS, MTU, PMTUD, IP fragmentation and reassembly.
TCP (fundamentals, MSS, flags' functionality, 3wayhandshake, 4wayclose, sequencing and acknowledging, windowing).
Troubleshooting tools: ICMP tools, sniffing tools (tcpdump, wireshark, portmirror), windows/linux network related commands, PMTUD, verifying TCP open ports with telnet, DNS resolution checks, external monitoring tools, techniques for isolating the issue, use of OSI for troubleshooting.

Telnet vs SSH (functionality, use cases, L4 ports and protocols).

NTP (functionality, use cases, L4 ports and protocols).

FTP (functionality, active vs passive, use cases, L4 ports and protocols).

SNMP, SYSLOG, HTTP(S), SMTP (functionality, use cases, L4 ports and protocols).

DHCP (functionality, DORA, Relay, options, use cases, L4 ports and protocols).

DNS (functionality, use cases, L4 ports and protocols, DNS doctoring).

Radius, TACACS, LDAP (functionality, use cases, L4 ports and protocols).

Basic Networking Attacks (IP sweep, portscanning, MITM, Dos/DDoS, DNS poisoning, etc).
Firewall handling of sessions/flows.
NAT (concept, source/destination/static/PAT, Portforwarding, Proxy-ARP, use cases)
Security concepts (confidentiality, integrity, authentication).
Encryption, hashing and authentication, types and algorithms examples.
Key exchange mechanisms like Diffie-Hellman, PKI.
IPsec principles and benefits

Negotiation (IKE messages exchange, Maim mode vs Aggressive mode, traffic-selectors)

NAT-T

IPS/IDS.
ALGs (concept and use cases, like FTP).
UTM.
SSL Proxy

Location:

CRI Work-at-Home

Language Requirements:

Time Type:

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