Tier 2 Network Troubleshooter — SLA Champion

WORLDNET TELECOMMUNICATIONS LLC

Guaynabo (PR)

On-site

USD 50,000 - 70,000

Full time

13 days ago

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Benefits offered by this job

Medical Plan

Retirement Plan with Employer Matching

Life Insurance

Birthday Holiday

Personal Days

Among Others...

Job summary

WorldNet Telecommunications LLC in Guaynabo, PR seeks a 2nd level support specialist to assist customers and field technicians by following SOPs to meet SLA targets and ensure rapid restoration of services. You will diagnose network issues, coordinate repairs, and provide timely updates to internal teams and clients.

The ideal candidate has hands-on experience with IP routing, VLANs, Ethernet, fiber optics, and VOIP, plus strong troubleshooting and communication skills.

Qualifications

Associate degree and 3 years of related experience or equivalent.
A+ and Network+ certifications, CCNA and NS4 preferred.

Responsibilities

Provide 2nd level support for customers and technicians according to SOPs.
Handle IP routing topology and routing protocols.
Troubleshoot Ethernet, VLAN, MAC, and ARP issues.
Diagnose fiber optics, OTDR tests, and optical power measurements.
Manage VIP tickets and ensure SLA adherence.
Coordinate with MSP products, WAN/LAN/Wifi, and security services.
Escalate delays to team leader when needed.
Update repair orders and inform customers of status.

Skills

Network knowledge

TCP/IP

VOIP

Troubleshooting

Customer service

Bilingual Spanish/English

Education

Associate's degree in related field

Tools

Windows Office

Job description

The ideal candidate has hands-on experience with IP routing, VLANs, Ethernet, fiber optics, and VOIP, plus strong troubleshooting and communication skills.

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