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