Job Description

Tech support professional

The Network Engineer Application Support role is responsible for providing technical support to new and existing Brady Solutions partners and customers. An advanced understanding of networking fundamentals and protocols (e.g. TCP/IP, FTP, DHCP, Telnet, etc.) and familiarity with wireless networking is crucial. Ability to troubleshoot routine and non-routine network performance issues at all 7 layers of the OSI model will help with your success. Exceptional performance in this role has a history of career advancement opportunities within technical support, services, or other departments within Brady Corp.

What you’ll be doing:
Provide prompt and courteous Tier 2 technical support with a focus on high quality, accuracy, responsiveness, and customer satisfaction. Support is often provided to partners and customers who are in technical positions such as software development, database administration, system administration, network administration, and various IT functions. Troubleshoots and supports wireless connectivity within a variety of environments, such as distribution centers, warehouses, and retail.
Works directly with other company support teams, vendors, and customers to troubleshoot issues.
Assist with the development, testing and maintenance of tools for advanced troubleshooting analysis
Provide consultation for solution upgrades as well as occasionally performing upgrade services.
Document and record all activity and communications over the telephone and e-mail according to departmental standards of quality.
Analyze and clarify customer queries through troubleshooting, researching, and recreating of issues.
Analyze proprietary software log files,



stack traces as well as various related technology logs for root cause problem determination and determining the appropriate solution or next steps.
Follow documented processes and procedures for support request handling and case escalation.
Communicate with coworkers and management regarding current and ongoing support cases.
Contribute to technical knowledge base.
Document software product defects for review and corrective action.
Participate in team meetings to provide feedback on current day-to-day activities and recommend ways in which to improve the department.
Handle miscellaneous duties and responsibilities as defined by management.
Typical work shifts are versátil daylight hours with some on-call nights and weekends to support a 24X7 support environment.
Travel to customer sites, as needed, up to 10%.

Qualifications

What you’ll need to be successful:
Bachelor's degree Systems Engineer or related field
1–2-year experience as a Network Analyst/Network Engineer or equivalent knowledge.
Advanced English Level
Associate degree in Information Technology, Computer Science, or related field.
Troubleshoot software application issues, transact SQL stored procedures.
Understanding of Internet application technologies including HTML, XML, and Internet application architectures based upon Java technology.
Knowledge of relational database management systems (Microsoft SQL and Oracle) and structured query language (SQL).
Knowledge of both client and server operating systems (Windows & Linux).
Experience with cloud solutions.
Ability to learn complex technical concepts in a short amount of time.
Excellent written and verbal communications skills.
Ability to manage multiple priorities.

Additional Information

All your information will be kept confidential according to EEO guidelines.

📌 Tech Support Professional (Ciudad de México)
🏢 Brady
📍 Ciudad de México