Hello there! At OpenWorks, we are actively seeking a Network Support Engineer for one of our clients.
This is a hybrid position based in Bogotá, Colombia , with 3 days in-office and 2 remote.
This opportunity is under a full-time, “término indefinido” contract.
This company based in the United Kingdom is a Managed Service Provider (MSP) dedicated to delivering high-quality, scalable IT and Cloud solutions to clients worldwide.
They are known for their customer-centric approach, technical excellence, and long-standing client partnerships.
With a firm presence in cloud services and cybersecurity, the company focuses on proactive support, process automation, and client satisfaction.
Their mission is to simplify complex IT environments for businesses and help them thrive in a digital world.
In this role, you will be part of a global team supporting their customers.
You’ll manage and support customer firewalls, networks, and connectivity.
Your main focus will be on network design and deployment, managing licensing, handling escalations, and contributing to continuous process improvements and automation.
You'll play a key role in ensuring service quality and technical excellence.
About The Role
- Location: Bogotá, Colombia
- Set up: Hybrid, 3 days in-office (Monday to Wednesday), 2 days remote (Offices in Parque 93).
- Type of contract: Full-time, Indefinite Term, under “Salario Ordinario” or “Salario Integral” (Model to be discussed).
- Salary: Set your salary expectation in COP.
- Benefits: Legal local benefits + prepaid medicine.
- Working Hours: 9-hour shifts between the hours of 8am and 5pm, Monday to Friday.
What You’ll Do
- Support customer networks and connectivity including firewalls and VPNs.
- Manage Fortinet and other vendor licenses and lifecycle (e.g. Forticare).
- Design and deploy secure wired and wireless LAN, WAN, SD-WAN, and SASE solutions.
- Perform NOC services including performance monitoring and reporting.
- Handle technical escalations related to network issues.
- Manage workflow through ticketing and service request systems.
- Drive customer satisfaction and long-term retention.
- Contribute to improving documentation, efficiency, and process automation.
Here’s Your Tech Playground
- 5+ years in customer-facing network support, preferably within an MSP environment.
- Expert-level understanding of Layer 2/3 networking, routing protocols, SSL/IPSec VPNs, and high-availability network design.
- Hands-on experience with Fortinet (required), and knowledge of Palo Alto, Cisco, and Meraki firewalls.
- Experience with switches like Cisco, HP, Aruba, Unifi, and wireless technologies including FortiAP, Cisco/Meraki, and Unifi.
- VOIP technology familiarity and hands-on with SNMP, WMI, syslog, and packet sniffing tools.
- Practical knowledge of Azure and AWS networking.
- Excellent communicator with an international mindset.
- Customer-focused, analytical, with exceptional attention to detail.
- Positive attitude, team player, self-driven, and dependable.
- Fast learner with a desire to continuously improve and earn certifications (KPIs include certification goals).
Certifications: - Cisco CCNA or higher (required).
- Fortinet NSE4 and Cato SASE certifications (desired).
- Cato SASE experience/certification (desired)
Benefits
- Hybrid work model: 3 days in-office (Parque 93), 2 remote.
- Base salary in COP (open to discussion) + legal local benefits.
- Prepaid medicine.
- Opportunities for internal growth and cross-departmental mobility.
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