Customer Service Engineer -SOC/ Hybrid in CDMX

Important company requires:

Lead - Customer Service Engineer -SOC/ Hybrid 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.

Tipo de puesto: Tiempo completo

Sueldo: A partir de $20,000.00 al mes

Experiencia:

• SOC: 6 años (Obligatorio)

Idioma:

• Inglés (Obligatorio)

Lugar de trabajo: remoto híbrido en 11560, Colonia Polanco, CDMX