Important company requires:
Lead - L3 Customer Service Operations Centre (SOC) /Hibryd in CDMX
Essential Qualifications:
Education: Bachelor's Degree in Electrical, Electronics, Telecommunications.
Languages: Fluent English (Proficiency in English is required).
The position is part of the Service Operations Centre (SOC), which acts as a single point of contact for customers in the international division. The objective of the role is to manage incidents and customer requests, ensuring:
Incident or request reception.
Analysis and troubleshooting.
Resolution or escalation.
Case closure.
High-level customer service.
Requisite Skills:
6 to 8 years telecommunications experience, preferably for a service provider.
CCNP/CCIE certification and simmmilar level SDWAN certification or Any Basic Network -security- related certification is a plus.
Indepth Knowledge of IP addressing, routing protocol (BGP, OSPF etc.)
Indepth Knowledge of VPN /IPsec technology.
Understanding of security, firewall, the proxy is a plus (Fortinet/Zscaler/Paul Alto etc.)
knowledge of OSI layer and Layer 1/2 technology (xDSL, Ethernet, leased lines, wireless)
Strong customer focus.
Excellent oral and written communication skills, team player, good listening skills.
Coordination skills and result-focused, requires push and escalate.
Work effectively under pressure.
Proficient with Microsoft Office Suite.
Excellent aptitude for problem-solving and good analysis skills.
Ability to learn, autonomy, the capacity of initiative.
Functions:
Understanding the customer issue /requirement and capture in ticket/system
Support the desk to resolve the issues.
Troubleshoot to isolate and resolve the level 3 incidents/queries.
Escalate to next level or partner to resolve incidents within SLA.
Review and perform the impact analysis for changes , execute the changes complex followed with post check.
Participate in technical and design discussion with customer and Solution.
Run and analyze traffic reports, IP configuration.
Coordinate and participate in troubleshooting efforts between departments and vendors.
Manage and monitor Planned Maintenance.
Job Type: Hybrid.
Location: Mexico City (Polanco – Santa Fe)
Salary: Open- Based on experience.