Network Operations Specialist
hace 2 días
Flo Networks is a leading telecommunications provider between the United States and Mexico, serving Fortune 1000 companies and major telecommunications and cable companies through a 35,000 km fiber optic network.
We are seeking an experienced Network Operations Specialist to join our team in Mexico City. This role offers a competitive salary of approximately $80,000 per year, depending on experience.
Key Responsibilities:
- Diagnostics: Identify and resolve complex issues impacting customer services, maintaining timely communication with clients throughout the process.
- Monitoring: Utilize various tools and systems for real-time network monitoring, creating and resolving tickets as necessary.
- Maintenance Windows: Evaluate and oversee maintenance activities from internal and external suppliers to ensure optimal customer service delivery.
- High-Impact Failures: Lead response efforts during critical network failures, keeping affected customers informed throughout the resolution process.
- Technical Support: Provide system administration, maintenance, and infrastructure support to ensure seamless network operation.
- Documentation: Develop technical manuals for daily operations (WikiNOC).
- Mentorship: Support and guide NOC Tier 1 Engineers to ensure their success within the team.
- Critical Case Escalation: Effectively escalate cases both internally and externally as needed.
Requirements:
- Bachelor's degree in Computer Science, Engineering, Telecommunications, or related fields.
- A minimum of 3 years of experience in technical support roles, with at least 2 years in customer service.
- Cisco CCNP certification or equivalent experience (ITIL and Juniper certifications highly valued).
- Fluency in English (100%) and Spanish.
- Proven experience working in IP operations within TELCO or ISP companies.
- Efficient use of CRM information systems such as ServiceNow, Remedy, etc.
- Knowledge of network monitoring systems like Nagios, Opview, OP5, Solarwinds, HP OpenView, or similar.
- Experience with network equipment such as routers, switches, firewalls, and protocols including MPLS, OSPF, SNMP, TCP/IP, ICMP.
- Familiarity with RF and microwave equipment.
- In-depth knowledge of IP principles and components of an IP network.
- Exceptional interpersonal, communication, and teamwork skills.
- Ability to work flexible shifts outside regular business hours and participate in rotating shifts.
- Proactive approach to learning new products and technologies.
Flo Networks respects job applicants' personal data and uses it solely for recruitment purposes.
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