Technical Support Specialist for Telecommunications Network Operations

hace 1 mes

Juárez, Chihuahua, México Flo Networks A tiempo completo

Flo Networks, a leading telecommunications provider between the United States and Mexico, seeks a skilled NOC Tier 2 Engineer to support its network operations.

Estimated salary: $70,000 - $100,000 per annum.

Job Overview

Flo Networks provides voice and data services to Fortune 1000 companies and telecommunications companies through a 35,000 km fiber optic network spanning both countries. We require an experienced Technical Support Specialist to join our team in Ciudad Juárez, Monterrey, Guadalajara or Mexico City, Mexico.

The Role

This position involves providing technical support, monitoring, and customer service from Flo Networks' Network Operation Center. Key responsibilities include:

  • Diagnosing and resolving complex technical issues affecting clients, with regular updates and communication throughout the process.
  • Monitoring the network using various tools and systems, creating, monitoring, and resolving tickets as necessary.
  • Evaluating and managing maintenance windows for internal and external suppliers to ensure seamless customer service.
  • Leading high-impact failures and maintaining open communication with affected customers until the issue is resolved.
  • Carrying out system administration, maintenance, and infrastructure support tasks.
  • Creating technical manuals for daily operation (WikiNOC) and training junior NOC engineers to enhance team performance.
  • Escalating cases internally and externally when required.

Requirements

To be successful in this role, you will need:

  • A Bachelor's degree in Computer Science, Engineering, Telecommunications, or a related field.
  • At least three years of experience in technical support, with two years in customer service roles.
  • Cisco CCNP certification or equivalent experience, such as ITIL and Juniper certifications.
  • Bilingual English (100%) and Spanish language skills.
  • Solid experience working in IP operations within TELCO or ISP companies.
  • Efficient use of CRM information systems, such as ServiceNow or Remedy.
  • Knowledge of network monitoring systems, including Nagios, Opview, OP5, Solarwinds, or HP OpenView.
  • Previous experience with network equipment, protocols, and RF/microwave technologies.
  • Advanced knowledge of IP principles and network components.
  • Excellent interpersonal, communication, and teamwork skills.
  • Availability to work shifts outside of standard business hours and participate in rotating shifts.
  • A willingness to learn new products and technologies.

About Flo Networks

Flo Networks prioritizes job applicant confidentiality and does not use personal information for any purpose other than recruitment processes.

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