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We are the voice of our clients. Equipped with intelligent technology, we are a global network of local specialists ambitious about making things work. We continuously evolve to be one step ahead by anticipating the newest technology and trends to improve the customer experience from reactive troubleshooting to active solution-finding. It is what we call Smarter People Experiences.
We are 27,000 customer experience specialists at 50 contact centers and a large network of home agents, delivering services to international brands in various industries across 20 countries in 33 languages. We are TRANSCOM!


Position Summary:

This position is part of the team responsible for globally supporting the company’s infrastructure. The main essence of the role is to support and maintain existing platforms through proactive and reactive maintenance, investigation into solution improvements, and new projects.



Key Responsibilities:

  • Function as part of the global network team delivering small to large scale site & client builds for Transcom

  • Collaborate with the Global Network Manager in reviewing customer solutions and ensure implementation is within best practice standards

  • Participate in the network configuration and maintenance of remote sites and data centers worldwide

  • Implement Network Changes under ITIL best practices

  • Deploy and maintain next-generation Cisco Firewalls with IPS/IDS systems

  • Deploy and maintain a variety of network monitoring tools

  • Conduct Product Lifecycle Maintenance globally for network and security devices

  • Continuously keeping up-to-date the area related internal knowledge base and prepare required documentation, procedure definitions to ensure effective support work and knowledge transfer toward 1st line support organization units

  • Participate in meetings with project managers, stakeholders, and customers

  • Accept 2nd/3rd level technical escalations and provide technical support for incidents


Qualifications

  • College diploma or university degree in the field of computer science and/or 5 years equivalent work experience

  • 5+ years Working experience in Cisco Firewalls ASA and Cisco Firepower Threat Defense (FTD) appliances, IPSec VPN, Cisco Anyconnect VPN, IPS, AAA network security framework

  • Extensive Cisco routing (BGP), Cisco switching, security-related configuration, and troubleshooting experience

  • Certified with a current certificate to at least CCNP

  • Working knowledge of SD-WAN as well as operating in a PCI & ISO compliant environment

  • Experience in cloud connectivity (VPC) would be advantageous

  • ITIL Foundation certified (v4) with 5+ years experience in Incident, Change, Request & CMDB Management

  • Ability to work under pressure, to tight timelines

  • Fluency in English is a must (both written and spoken). Other languages are a plus