Lead Customer Service Engineer

hace 2 semanas

Xico, México Gsb Solutions A tiempo completo

Important company requires:**Lead - L3 Customer Service Operations Centre (SOC) /Hibryd in CDMX****Essential Qualifications**:- ** Education: Bachelor's Degree in Electrical, Electronics, Telecommunications.**- ** Languages: Fluent English (Proficiency in English is required).**The position is part of the Service Operations Centre (SOC), which acts as a single point of contact for customers in the international division.The objective of the role is to manage incidents and customer requests, ensuring:- Incident or request reception.- Analysis and troubleshooting.- Resolution or escalation.- Case closure.- High-level customer service.**Requisite Skills**:- 6 to 8 years telecommunications experience, preferably for a service provider.- CCNP/CCIE certification and simmmilar level SDWAN certification or Any Basic Network -security- related certification is a plus.- Indepth Knowledge of IP addressing, routing protocol (BGP, OSPF etc.)- Indepth Knowledge of VPN /IPsec technology.- Understanding of security, firewall, the proxy is a plus (Fortinet/Zscaler/Paul Alto etc.)- knowledge of OSI layer and Layer 1/2 technology (xDSL, Ethernet, leased lines, wireless)- Strong customer focus.- Excellent oral and written communication skills, team player, good listening skills.- Coordination skills and result-focused, requires push and escalate.- Work effectively under pressure.- Proficient with Microsoft Office Suite.- Excellent aptitude for problem-solving and good analysis skills.- Ability to learn, autonomy, the capacity of initiative.**Functions**:- Understanding the customer issue /requirement and capture in ticket/system- Support the desk to resolve the issues.- Troubleshoot to isolate and resolve the level 3 incidents/queries.- Escalate to next level or partner to resolve incidents within SLA.- Review and perform the impact analysis for changes, execute the changes complex followed with post check.- Participate in technical and design discussion with customer and Solution.- Run and analyze traffic reports, IP configuration.- Coordinate and participate in troubleshooting efforts between departments and vendors.- Manage and monitor Planned Maintenance.**Job Type**: Hybrid.**Location**: Mexico City (Polanco - Santa Fe)**Salary**:Open- Based on experience.

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