L1 Support Engineer

hace 6 días

Federal, México Thales A tiempo completo

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

**OPERATIONS AND SUPPORT ENGINEER - LEVEL 1**

providing Tier I technical support and incident management for hosted and
managed services. This is a global team that delivers 24/7 support and
incorporates service monitoring to meet the requirements of customer service
level agreements.

A week in the life of an Operations and Support Engineer L1:

- You will establish and maintain contact with customers for request and

incident management.
- You will deliver Tier I technical support for customers on hosted and

managed services and escalate critical issues to Tier II support.
- You will provide service monitoring and associated predefined actions

on hosted and managed service and escalate to Tier II as needed.
- You will support recurring service operations on hosted and managed

services.
- You will participate to the handover from set-up to production by

reviewing service documentation and monitoring testing and internal
tools.
Service support COS:
Manage Incidents/Service requests within SLA, tracking SLA
and taking actions in case of deviation.
Ensures the incident are acknowledged, investigated and resolved as per
contract agreement:
Response time (MTTA)
Resolution time (MTTR)
Cloud Base Solution offers (AWS, GCP, Docker, Kubernetes...)
Monitoring tools (Datadog, Splunk, Pagerduty,...

Linux, networking (TCP/IP, Firewall, Load Balancer, tcpdump, wireshark...)
Scripting (Bash, Python, Java...)

**Minimum Requirements: Skills, Experience & Education**

Include minimum experience qualifications, required proficiencies with
specialized knowledge, computer proficiencies, etc.
Bachelor of Engineering (Ingeniero Técnico) or a Bachelor of Science
2+ years of experience in operation or support
Working on shift to offer our customers a 24/7 service
Good to have experience in managing Splunk App development, scripting and
log management solution design
Knowledge of ITIL and Service Delivery best practices. ITIL certification would
be appreciated
Knowledge on AWS/GCP Cloud, monitoring tools, networking, infrastructure,
Experience in direct cooperation with international customers

English - Able to handle a business conversation

  • L1 Support Engineer

    hace 3 semanas

    Federal, México Thales A tiempo completo

    Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000...

  • Sustained Operations Engineer

    hace 2 semanas

    distrito federal, México Insight Global A tiempo completo

    Be among the first 25 applicants 5+ years of experience providing L2 operations/application production support Experience supporting apps with the following tech stack: Spring boot, Microservices, Java Experience supporting Linux and Oracle and MySQL databases Experience with application monitoring with AppDynamics Experience with ITIL framework and...

  • Customer Service Reliability Engineer

    hace 2 semanas

    Federal, México Thales A tiempo completo

    Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000...

  • Customer Service Reliability Engineer

    hace 3 semanas

    Federal, México Thales A tiempo completo

    Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000...

  • Technical Product Engineer: B2C Support

    hace 33 minutos

    distrito federal, México Progressive Automations A tiempo completo

    A leading automation technology company in Mexico City is seeking a Technical Product Engineer for the B2C Team. The successful candidate will provide exceptional technical support to customers, resolving issues and assisting with product applications. Applicants should have a degree in Electronics, Mechanical, or Mechatronics Engineering and prior...

  • Customer Reliability Engineer

    hace 4 días

    Federal, México Thales A tiempo completo

    Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000...

  • Network Ddos Engineer

    hace 2 semanas

    Federal, México Thales A tiempo completo

    Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000...

  • On-Site Support Engineer

    hace 2 semanas

    distrito federal, México Lexmark A tiempo completo

    On-Site Support Engineer page is loaded## On-Site Support Engineerlocations: Mexico City Mexico Offsite Loc: Mexico D.F. Mexicotime type: Full timeposted on: Posted Todayjob requisition id: R4530Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.When you join us, you step into a...

  • Network Ddos Engineer

    hace 3 semanas

    Federal, México Thales A tiempo completo

    Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000...

  • Solutions Engineer

    hace 2 semanas

    distrito federal, México Snatch UP Jobs A tiempo completo

    Solutions Engineer As a Solutions Engineer, you'll bridge technical knowledge and business needs to support sales by crafting and presenting tailored solutions for our SaaS/cloud offerings. Your expertise in retail operations will enhance client engagements and drive successful outcomes. Key Responsibilities Collaborate with sales to identify customer...