NOC Engineer Level 2

Job description

Flō 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 Flō 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: 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. Monitor the network using the tools and systems implemented, and respond to them through the creation, monitoring and resolution of tickets. Evaluation and monitoring of maintenance windows, from suppliers and internal to Transtelco, for customer services. Lead high-impact failures, and keep affected customers informed for the duration of the event. Carry out activities of systems administration, maintenance and infrastructure support. Creation of technical manuals for daily operation (WikiNOC). Train NOC Tier 1 Engineers to ensure their success in the team. Internal and external escalation of cases. Requirements: Bachelor's degree in Computer Science, Engineering, Telecommunications or related careers. Experience of 3 years or more in a technical support role, and at least 2 years in customer service. Cisco CCNP certification or equivalent experience (ITIL and Juniper certifications also a plus). Bilingual English (100%) and Spanish. Solid experience working in IP operations in TELCO or ISP companies. Efficient use of CRM information systems such as ServiceNow, Remedy, etc. Knowledge of network monitoring systems such as Nagios, Opview, OP5, Solarwinds, HP OpenView or similar) Previous experience with network equipment such as routers, switches, firewalls, and protocols such as MPLS, OSPF, SNMP, TCP/IP, and ICMP. Basic knowledge of RF and microwave equipment. Advanced knowledge of IP principles and the components of an IP network. Excellent interpersonal, communication and teamwork skills. Availability to work shifts outside of business hours and participate in rotating shifts. Take initiative to learn new products and new technologies. Privacy notice: Flō Networks does not use the personal information of job applicants for any purpose other than strictly the recruitment process.