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.

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