Network Support Specialist

**About Megaport**

Megaport has transformed the way IT gets connected. We're global leaders in Network as a Service (NaaS), changing the way businesses reach the cloud. We're also a leading partner to Amazon, Microsoft, Google, IBM, Oracle, NYSE, and many other leading technology companies. Megaport is a publicly traded company on the Australian Stock Exchange. We’re a lean, high-achieving team made up of over 250 members globally. While the company is headquartered in Brisbane, Australia, employees are spread out across North America, Europe, and Asia-Pacific. Staff enjoy an environment that is collaborative, supportive, and fun.

**Our Team Culture**

Join a team of globally-positioned industry experts that lead by example. We do not compromise our values for commercial gain; we are all custodians of our culture, and the customer is at the centre of everything we do. Our employees are motivated, adaptable, persistent, hard-working, and dynamic. Our culture permeates everything we do and this, in turn with a global vision, forms a commitment to each other, our customers, and shareholders alike.

**The Role**

Megaport is seeking an enthusiastic CCNA-level technical specialist to join our Network Support Services team on a fixed term basis. Based in Mexico City, the successful individual will join a support organization currently spread across Europe, North America & Asia, working in a follow-the-sun support model. You will report to the Network Support Services Manager in Brisbane, Australia. The role's responsibilities include monitoring, maintaining, and ensuring uptime and availability of Megaport’s global network, diagnosing and resolving network incidents and outages, and implementing network upgrades and optimizations. The Network Support Services team is responsible for a level 2 escalation point for our customer support team, so a strong affinity for customer service is required.

**What You’ll Be Doing**:

- Monitoring and managing the day-to-day operation of Megaport’s global network infrastructure.
- Respond to alerts and incidents, troubleshooting and resolving issues.
- Liaising and providing support for Megaport's Customer support team.
- Plan, process, manage and implement network changes and upgrades.
- Maintain technical relationships with vendors and suppliers.
- Oversee contractors performing remote work.
- Communicating network incidents to internal and external stakeholders.

**What We Are Looking For**:

- Must be bilingual in English and Spanish
- Minimum 2-5 years of experience working in network operations or support environments.
- Excellent understanding of networking concepts and protocols.
- Excellent customer service focus.
- Knowledge of some of the following technologies: Cisco, Juniper
- CCNA Certification or alternate vendor equivalent is advantageous
- Excellent Microsoft Office or G-Suite skills
- Experience with operating and managing Fiber Optic networks
- Innovative approach to problem-solving and incident resolution.
- Ability to communicate with all levels of business and act as intermediary between technical experts and customers.
- Excellent focus on documentation with high attention to detail.
- Motivated, engaged and able to operate autonomously and within a globally dispersed team environment.
- Scripting/coding experience will be highly regarded.
- Flexibility to work rotating shifts (Including weekends)

**What We Offer**
- Competitive Compensation Packages
- Flexible working environments
- Birthday Leave
- Generous study and training program + 5 days paid study leave
- Additional Leave via Purchased Annual Leave Scheme
- Health and Wellness Program