HCL Technologies

Designation

Technical Specialist

Country

Brazil

No. of Positions

1

Auto req ID

1402963BR

Experience

2.5-5 Years

Skill (Primary)

IT Architecture-IT Architecture-IT Architecture

Qualification

B-Tech

Expected Date of Closure

04-Jul-2024

Location

Sao Paulo

Employee Group

Business Line FT

Job

Administrator

Job Description (Posting).

Responsibilities :

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• Handling tickets / Incidents via Service Now platform
• Lead technical incident calls as a SME
• Troubleshooting and providing break fix support to technical issues
• Perform root cause analysis of raised issues
• Defining process improvements and ensuring that the processes are adhered to
• Take shared ownership of resolving issues in a SLA driven environment
• Mentoring / training team members as a SME
• Testing and auditing as required from time to time
• Improves and maintains customer and employee satisfaction
• Work as part of a Follow the Sun support global support model

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Technology Knowledge

• Firepower/FMC/ASA- Cisco (IPSEC/SSL VPN, GRE, ACL, MPLS, WAN)
• Cisco ISE
• Cisco Meraki
• Load Balancer - F5 LTM/APM and WAF
• SD-WAN experience a plus

Qualifications

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• Min 8+ years of Network Engineer experience supporting global network infrastructures
• Experience in working as part of a global support (follow the sun) model
• Cisco CCNP/CCIE and other industry standard networking certifications
• Expert level knowledge in the real time analysis troubleshooting and documentation of issues within LAN/WAN architectures and IP Services.
• Expert level knowledge of troubleshooting, implementing, optimizing and testing of security technologies including VPN IPSEC/SSL, GRE and Load balancing
• Expert level of Knowledge for FTD/ASA packet capture and packet tracer analyses.
• Expert level for Wireshark and debugging reading skills.
• Extensive hands-on experience with:
• Cisco Firepower, ASA product families
• Cisco ISE
• VPN IPSEC/SSL, GRE technologies and firewall policies
• F5 Load balancers LTM/APM and WAF
• Cisco SD-WAN experience a plus

Soft Skills

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• Excellent verbal and written communication skills (English)
• Have a strong presence and the ability to lead highly complex real time incident calls in front of the customer and other parties
• Excellent customer handling skills
• Ability to handle high pressure situations
• Can drive HCL’s value and its methodology

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Certifications

• CCIE
• CCIE Security
• F5-CSE
• 300-415 ENSDWI certification
• ITIL v4

Entity

INFRA

City

Água Branca

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