NOC Engineer Level 2

Flō 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 Flō Networks Network Operation Center. This position can be located in Mexico City, Mexico. The Role: The main responsibility of the NOC Tier 2 Engineer is to provide world class technical support to customers and assist Tier 1 NOC Engineers in resolving complex cases. In addition, the right candidate will support network systems maintenance, advanced infrastructure management, network monitoring, and troubleshooting.     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. Privacy notice: Flō Networks does not use the personal information of job applicants for any purpose other than strictly the recruitment process.