Technical Services Engineer, Bilingual - Portuguese, English

Responsibilities Provide world‑class technical support for partners and end customers via inbound telephone, online helpdesk, and live chat cases Manage a high work volume with time‑bound constraints Analyze problems and identify solutions by utilizing databases of existing issues, debugging tools and simple or moderate lab simulations Ensure escalations and handoffs are efficient by documenting cases clearly and completely Escalate and collaborate with Software and/or Hardware Engineering to see the problem through to resolution Develop subject matter expertise and train/mentor others Use troubleshooting skills to perform lab replications, research more difficult problems, test engineering provided fixes to ensure the solution resolves the customer’s problem Requirements Minimum 2 years’ experience in a call center‑type environment with an excellent customer service background Secondary language skill: Portuguese with English – A Must! Knowledge of network routing and switching protocols Experience configuring PCs, installing various operating systems and software applications Experience configuring switches, routers, and other network‑related components Ability to resolve issues and troubleshoot in an unscripted manner Excellent communication and interpersonal skills Self‑motivated and energetic with a positive approach to problem solving Eye for details with good time management skills – must be able to handle multiple issues in an organized manner #J-18808-Ljbffr Jobtailor