.NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.Location: 100% remote, anywhere in MexicoRoles and Responsibilities:Identify, troubleshoot and fix web access and remote access issues for users and build new solutions based on the requirements of clients.Provide continuous 24/7 monitoring and support for Cloudflare Tunnel and WARP connector systems.Handle first-level incident resolution and escalate complex issues according to established protocols.Manage incidents through ITSM tool in compliance with the client's operational policies.Conduct periodic and emergency maintenance as required, adhering to the client's scheduling and change management procedures.Update operational procedures and configuration documentation regularly.Assist in diagnosing and resolving user connectivity issues to internal resources, providing initial troubleshooting and analysis.Requirements:Strong understanding of TCP, UDP, SSL protocols and ability to troubleshoot using command line tools and network packet analyzer like Wireshark.5+ years of customer-facing technical support experience for Cloudflare remote access and Secure Web Gateway (SWG).Extensive experience troubleshooting DNS and networking-related issues.Experience working in a support role where one has thrived every time you resolved a ticket.Strong communication skills that allow you to be a bridge between customers and the engineering team.Good English language skills (spoken and written).Secondary Skills set: Zscaler Internet Access (ZIA) and Zscaler Private Access (ZPA), Cisco AnyConnect, Cisco Umbrella, Content Filtering, Bluecoat Proxy.About NTT DATANTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.Nttdata.Com.NTT DATA is an equal opportunity employer and considers all applicants without regard to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law