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Lead - L3 Customer Service Operations Centre (SOC) / Hybrid in CDMX

  • Hybrid
    • CDMX, México, Mexico

Job description

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.

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