Network Operations Center Technician

Acceleronix; Campinas; Presencial; BRL 60 000 - 90 000; Tempo integral

Resumo da oferta

Acceleronix is expanding its Customer Support into a 24/7 operation, seeking a SOC/NOC Technician (L1) to monitor real-time platforms, APIs, connectivity, and service availability.

You will follow playbooks, diagnose at L1, escalate to L2 or engineering, and coordinate with LATAM/EMEA/APAC teams; Portuguese fluent and English professional are required; Spanish is a plus.

Qualificações

• Bachelor’s degree in Telecommunications, Computer Science, Information Technology, or related field.

Responsabilidades

• Monitor platform and connectivity environments in real time, including APIs, service availability, device telemetry, SIM status, and network behavior.
• Identify anomalies, validate alerts, and distinguish false positives from real incidents.
• Classify incidents by domain: platform, connectivity, or device-related.
• Follow predefined playbooks for common operational issues.
• Perform first-level diagnosis to identify whether the issue is related to API/backend, SIM/network/roaming, or device configuration.
• Create, update, and manage incident tickets in Freshservice or similar tools.
• Ensure proper ticket categorization, SLA tracking, and timely updates.
• Escalate incidents to L2, engineering, Customer Support, Solution Architects, or Connectivity/Carrier teams with structured information.
• Maintain accurate shift logs and support smooth handovers between LATAM, EMEA, and APAC teams.
• Highlight ongoing incidents, risks, and urgent operational priorities during shift transitions.

Conhecimentos

Portuguese (native/fluent)

English (professional)

Incident management

Analytical thinking

Formação académica

Bachelor’s degree in Telecommunications, Computer Science, Information Technology

Ferramentas

Freshservice

Descrição da oferta de emprego

Acceleronix | Customer Support / Network Operations | LATAM

Role Overview

We are expanding our Customer Support function into a 24/7 operation and are looking for a SOC / NOC Technician (L1) to support real-time monitoring, incident detection, ticket management, and escalation across our platform and connectivity environments.

This role is the first operational layer for identifying issues, validating alerts, following playbooks, and escalating incidents to L2 or engineering teams with clear context. The focus is mainly on platform, APIs, connectivity, SIM/network behavior, and service availability. Device-level troubleshooting will be handled by L2.

Key Responsibilities

• Monitor platform and connectivity environments in real time, including APIs, service availability, device telemetry, SIM status, and network behavior.
• Identify anomalies, validate alerts, and distinguish false positives from real incidents.
• Classify incidents by domain: platform, connectivity, or device-related.
• Follow predefined playbooks for common operational issues.
• Perform first-level diagnosis to identify whether the issue is related to API/backend, SIM/network/roaming, or device configuration.
• Create, update, and manage incident tickets in Fresh service or similar tools.
• Ensure proper ticket categorization, SLA tracking, and timely updates.
• Escalate incidents to L2, engineering, Customer Support, Solution Architects, or Connectivity/Carrier teams with structured information.
• Maintain accurate shift logs and support smooth handovers between LATAM, EMEA, and APAC teams.
• Highlight ongoing incidents, risks, and urgent operational priorities during shift transitions.

Required Qualifications

• Bachelor’s degree in Telecommunications, Computer Science, Information Technology, or a related field. Equivalent practical experience may also be considered.
• 1–3 years of experience in technical support, NOC/SOC, network operations, or IT operations.
• Foundational understanding of mobile networks, SIM lifecycle, and connectivity concepts.
• Basic knowledge of APIs, monitoring tools, and log analysis.
• Exposure to cloud environments; AWS basics preferred.
• Ability to follow structured troubleshooting steps and interpret system behavior.
• Comfortable working rotational shifts and on-call rotations.
• Native/fluent Portuguese and professional English required.
• Spanish is a strong plus for LATAM coordination.

Preferred Qualifications