Minor Hotels Europe and Americas

VPN Support Engineer

Minor Hotels Europe and Americas

full-time

Posted on:

Location Type: Hybrid

Location: Bogota • Colombia

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Lead

Tech Stack

FirewallsTCP/IP

About the role

  • Providing technical support for customers experiencing issues with Remote Access VPN (SSL/IPsec), Site-to-Site VPN tunnels, Cisco ASA and FTD firewalls, and Cisco Secure Client (AnyConnect)
  • Performing initial triage, log analysis, packet captures, and configuration reviews to identify and resolve network security issues
  • Guiding customers through real-time troubleshooting via phone, email, or chat while maintaining high levels of professionalism and customer satisfaction
  • Documenting detailed case notes, solutions, and troubleshooting steps to build our knowledge base
  • Collaborating with senior TAC engineers and escalation teams when needed to ensure timely problem resolution

Requirements

  • Minimum 2 years of experience in IT help desk, service desk, or technical support roles
  • CCNA certification or equivalent CCNA-level knowledge demonstrating your networking expertise
  • Strong foundational understanding of IP networking (TCP/IP, routing, subnets), NAT, ACLs, firewalls, and basic security concepts
  • Experience supporting end users in troubleshooting connectivity or network-related issues
  • Excellent communication skills (oral and written) with the ability to explain technical concepts clearly
  • Ability to thrive in a fast-paced, high-pressure support environment while maintaining composure.
Benefits
  • Well-being Hub: The global Well-Being Hub connects employees across various facets of well-being: work-life balance, working hours and network growth.
  • Free access to learning platforms: Free access for all to world-class learning assets and curated programs from Harvard Business Review, Coursera, Pluralsight, Udemy, Microsoft, AWS, Google and many more.
  • Stable Employment: Permanent contract offering long-term job security.
  • Learning & Development: Access to a wide range of online training platforms and professional development resources.
  • Language Training: Weekly virtual English classes and conversation sessions with certified instructors. Online Courses for different languages.
  • Health Coverage: Comprehensive prepaid medical and dental plans.
  • Insurance Protection: Life and accident insurance for peace of mind.
  • Wellness Perks: Discounts and benefits through fitness and technology partnerships.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Remote Access VPNSite-to-Site VPNCisco ASACisco FTDCisco Secure Clientlog analysispacket capturesconfiguration reviewsIP networkingNAT
Soft skills
customer supporttroubleshootingprofessionalismcustomer satisfactiondocumentationcollaborationcommunicationcomposureproblem resolutionfast-paced environment
Certifications
CCNA