Flo Networks is a leading provider of telecommunications services between the United States and Mexico. We provide voice and data services to Fortune 1000 companies, telecommunications and cable companies through a fiber optic network that stretches 10,000 km between both countries.We are looking for a **NOC Tier 2 Engineer** to provide support, monitoring and customer service from the Flo Networks Network Operation Center. This position can be located in Ciudad Juárez, Monterrey, Guadalajara or Mexico City, Mexico.**The Role**:**Responsibilities**:- Diagnose, coordinate, follow up and resolve complex cases until the problem reported by the client is resolved satisfactorily, keeping the client informed at all times.- Monitor the network using the tools and systems implemented, and respond to them through the creation, monitoring and resolution of tickets.- Evaluation and monitoring of maintenance windows, from suppliers and internal to Transtelco, for customer services.- Lead high-impact failures, and keep affected customers informed for the duration of the event.- Carry out activities of systems administration, maintenance and infrastructure support.- Creation of technical manuals for daily operation (WikiNOC).- Train NOC Tier 1 Engineers to ensure their success in the team.- Internal and external escalation of cases.**Requirements**:- Bachelor's degree in Computer Science, Engineering, Telecommunications or related careers.- Experience of 3 years or more in a technical support role, and at least 2 years in customer service.- Cisco CCNP certification or equivalent experience (ITIL and Juniper certifications also a plus).- Bilingual English (100%) and Spanish.- Solid experience working in IP operations in TELCO or ISP companies.- Efficient use of CRM information systems such as ServiceNow, Remedy, etc.- Knowledge of network monitoring systems such as Nagios, Opview, OP5, Solarwinds, HP OpenView or similar).- Previous experience with network equipment such as routers, switches, firewalls, and protocols such as MPLS, OSPF, SNMP, TCP/IP, and ICMP.- Basic knowledge of RF and microwave equipment.- Advanced knowledge of IP principles and the components of an IP network.- Excellent interpersonal, communication and teamwork skills.- Availability to work shifts outside of business hours and participate in rotating shifts.- Take initiative to learn new products and new technologies.
