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 35,000 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 or Mexico City.
**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).
- Support mentor the 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.
**Privacy notice**: Flo Networks does not use the personal information of job applicants for any purpose other than strictly the recruitment process.