Network Operations Specialist
hace 1 mes
Flo Networks is a leading telecommunications service provider 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 spanning 35,000 km across both countries.
This role can be based in Ciudad Juárez or Mexico City.
Job Overview:
We are seeking an experienced Network Operations Specialist to join our team. This individual will be responsible for providing top-notch support, monitoring, and customer service from our Network Operation Center (NOC).
Key Responsibilities:
- Incident Resolution: Diagnose, coordinate, and resolve complex cases until the client's issue is resolved satisfactorily, keeping them informed throughout the process.
- Network Monitoring: Utilize various tools and systems to monitor the network, responding to issues through the creation, monitoring, and resolution of tickets.
- Maintenance Window Evaluation: Monitor maintenance windows from suppliers and internal teams to ensure seamless customer services.
- High-Impact Failure Management: Lead responses to critical failures, keeping affected customers informed during the event.
- Systems Administration: Perform activities related to system administration, maintenance, and infrastructure support.
- Knowledge Sharing: Create technical manuals for daily operations (WikiNOC) and support mentorship of NOC Tier 1 Engineers.
- Case Escalation: Escalate cases internally and externally as needed.
Requirements:
- Education: Bachelor's degree in Computer Science, Engineering, Telecommunications, or a related field.
- Experience: At least 3 years of experience in technical support roles and 2 years in customer service.
- Certifications: Cisco CCNP certification or equivalent experience (ITIL and Juniper certifications a plus).
- Languages: Bilingual English (100%) and Spanish.
- Technical Expertise: Solid experience working in IP operations in TELCO or ISP companies, efficient use of CRM information systems, knowledge of network monitoring systems, and experience with network equipment.
- Soft Skills: Excellent interpersonal, communication, and teamwork skills.
- Availability: Willingness to work shifts outside business hours and participate in rotating shifts.
- Continuous Learning: Initiative to learn new products and technologies.
Salary Range: $60,000 - $80,000 per annum, depending on qualifications and experience.
Benefits: Competitive benefits package, including health insurance, retirement plan, and paid time off.
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