Tier 2 NOC Engineer: Complex Network Support & Escalations

Flō Networks; Ciudad de México; Presencial; MXN 650.000 - 900.000; Jornada completa

Descripción de la vacante

Flō Networks in Mexico City is seeking a NOC Tier 2 Engineer to provide world-class technical support, monitoring, and customer service from the Network Operation Center. The role involves assisting Tier 1 engineers, resolving complex cases, and maintaining network infrastructure.

You will work with tools like ServiceNow, Nagios, and SolarWinds, respond to events, manage outages, and train junior staff. Bilingual English and Spanish required, CCNP or equivalent preferred, and a degree in

Formación

• Bachelor's degree in CS, engineering, telecom or related field.
• Minimum 3 years in technical support with at least 2 years in customer service.
• Certifications: Cisco CCNP preferred; ITIL and Juniper helpful.

Responsabilidades

• Diagnose, coordinate and resolve complex customer cases and keep clients informed.
• Monitor the network with established tools and manage tickets.
• Oversee maintenance windows and supplier/internal changes for services.
• Lead high-impact outages and communicate status to affected customers.
• Perform systems administration and infrastructure support tasks.
• Create technical operation manuals (WikiNOC) and train Tier 1 engineers.
• Escalate cases internally and externally as needed.

Conocimientos

Bilingual (English & Spanish)

Customer service

Teamwork

Technical troubleshooting

Educación

Bachelor's degree in Computer Science, Engineering, Telecommunications or related field

Herramientas

ServiceNow

Remedy

Nagios

OP5

SolarWinds

HP OpenView

Descripción del empleo

Flō Networks in Mexico City is seeking a NOC Tier 2 Engineer to provide world-class technical support, monitoring, and customer service from the Network Operation Center. The role involves assisting Tier 1 engineers, resolving complex cases, and maintaining network infrastructure.

You will work with tools like ServiceNow, Nagios, and SolarWinds, respond to events, manage outages, and train junior staff. Bilingual English and Spanish required, CCNP or equivalent preferred, and a degree in