NOC Engineer Level 2

Flō Networks; Ciudad de México; Presencial; MXN 30,000 - 60,000; Jornada completa

Descripción de la vacante

Una empresa líder en telecomunicaciones busca un ingeniero NOC de nivel 2 para brindar soporte técnico excepcional desde su centro de operaciones en Ciudad de México. En esta emocionante posición, serás responsable de resolver problemas complejos y de ayudar a los ingenieros de nivel 1. Además, tendrás la oportunidad de trabajar con tecnologías avanzadas y colaborar en la gestión de infraestructuras críticas. Si tienes una sólida experiencia en operaciones IP y una pasión por el servicio al cliente, esta es tu oportunidad para brillar en un entorno dinámico y en constante evolución.

Formación

• 3+ años de experiencia en soporte técnico y 2+ años en atención al cliente.
• Certificación Cisco CCNP o experiencia equivalente.

Responsabilidades

• Diagnosticar y resolver casos complejos mientras se mantiene informado al cliente.
• Monitorear la red y gestionar tickets de soporte.

Conocimientos

Soporte técnico

Comunicación interpersonal

Trabajo en equipo

Inglés bilingüe

Resolución de problemas

Educación

Licenciatura en Ciencias de la Computación

Ingeniería en Telecomunicaciones

Herramientas

ServiceNow

Remedy

Nagios

Solarwinds

HP OpenView

Descripción del empleo

Flo Networks is a leading provider of telecommunications services between the United States and Mexico. We provide voice and data services to Fortune 1000 companies, telecommunications and cable companies through a fiber optic network that stretches 35,000 km between both countries.

We are looking for a NOC Tier 2 Engineer to provide support, monitoring and customer service from the Flo Networks Network Operation Center. This position can be located in Mexico City, Mexico.

The Role:

The main responsibility of the NOC Tier 2 Engineer is to provide world class technical support to customers and assist Tier 1 NOC Engineers in resolving complex cases. In addition, the right candidate will support network systems maintenance, advanced infrastructure management, network monitoring, and troubleshooting.

Responsibilities:

1. Diagnose, coordinate, follow up and resolve complex cases until the problem reported by the client is resolved satisfactorily, keeping the client informed at all times.
2. Monitor the network using the tools and systems implemented, and respond to them through the creation, monitoring and resolution of tickets.
3. Evaluation and monitoring of maintenance windows, from suppliers and internal to Transtelco, for customer services.
4. Lead high-impact failures, and keep affected customers informed for the duration of the event.
5. Carry out activities of systems administration, maintenance and infrastructure support.
6. Creation of technical manuals for daily operation (WikiNOC).
7. Train NOC Tier 1 Engineers to ensure their success in the team.
8. Internal and external escalation of cases.

Requirements:

1. Bachelor's degree in Computer Science, Engineering, Telecommunications or related careers.
2. Experience of 3 years or more in a technical support role, and at least 2 years in customer service.
3. Cisco CCNP certification or equivalent experience (ITIL and Juniper certifications also a plus).
4. Bilingual English (100%) and Spanish.
5. Solid experience working in IP operations in TELCO or ISP companies.
6. Efficient use of CRM information systems such as ServiceNow, Remedy, etc.
7. Knowledge of network monitoring systems such as Nagios, Opview, OP5, Solarwinds, HP OpenView or similar.
8. Previous experience with network equipment such as routers, switches, firewalls, and protocols such as MPLS, OSPF, SNMP, TCP/IP, and ICMP.
9. Basic knowledge of RF and microwave equipment.
10. Advanced knowledge of IP principles and the components of an IP network.
11. Excellent interpersonal, communication and teamwork skills.
12. Availability to work shifts outside of business hours and participate in rotating shifts.
13. Take initiative to learn new products and new technologies.

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