L2 Support Specialist

hace 1 día


Ciudad de México, Ciudad de México SQDM A tiempo completo

Buscamos un(a) L2 Support Specialist para soporte técnico Nivel 2 (L2), enfocado(a) en análisis, troubleshooting y resolución de incidentes, coordinación con clientes/partners y aseguramiento de SLAs. Requiere inglés B2 con speaking diario y disponibilidad para esquema de trabajo presencial: 4 dias en oficina 1 día remoto.

Responsabilidades principales

  1. Diagnóstico y resolución de incidentes L2 y atención de queries de producto

  2. Gestión de incidentes, reportes y preparación de RCA.

  3. Coordinación técnica con cliente, L1/NOC, L3, partners, carriers, ISPs y equipos on-site.

  4. Participación/organización de puentes técnicos (technical bridge calls) y seguimiento a workarounds/soluciones permanentes.

  5. Soporte a actividades on-site cuando aplique (conectividad, logística técnica, instalación/configuración, etc.).

  6. Soporte con esquema 24/7 on-call (según turnos/rotación).

Requisitos

  1. 4–6+ años en soporte/operaciones (idealmente telco, IoT, VAS u O&M).

  2. Linux/Solaris y scripting (Shell); Python deseable.

  3. SQL sólido + comprensión BD (Oracle/MySQL).

  4. Conocimiento de redes/protocolos (ideal: GSM, SS7/SIGTRAN/Diameter; MAP/CAMEL/INAP, etc.).

  5. Herramientas deseables: Wireshark, Postman, Jenkins, Ansible; nociones de API workflow/testing.

  6. Inglés B2 con speaking diario.



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