Responsibilities

Required Qualifications

• Bachelor's degree in Telecommunications, Engineering, Computer Science, Information Technology, or a related discipline, or equivalent professional experience.
• Minimum 3 to 5 years of experience in ICT, NOC, network operations, telecom operations, customer support, or managed services.
• Experience supporting customers in complex, demanding, SLA-driven environments.
• Solid knowledge of network monitoring tools.
• Experience using ServiceNow or similar ITSM platforms.
• Strong written and verbal communication skills.
• Fluency in English and Spanish.
• Ability to work under pressure and manage multiple concurrent incidents or tasks.
• Strong customer service mindset and ability to communicate with technical and non-technical users.
• Availability to work assigned shifts, including weekends and holidays when required.

Technical Skill Areas

Area

Expected Knowledge / Experience

Transport / Connectivity

Transport L2, Broadband, IPL, DIA, 4G Wireless, IPv4, IPv6

SD-WAN / Meraki

Cisco Meraki dashboard, SD-WAN health, uplinks, tunnels, policy behavior, wireless events

Security / Managed Security

Security service monitoring, anomaly detection, escalation, mitigation procedures

Core Technologies

Core network operations, routing/switching fundamentals, service assurance

Tools

ServiceNow, network monitoring platforms, Microsoft Office Suite

Area

Expected Knowledge / Experience

Customer Operations

Incident, request, change, problem, RFO/RCA, SLA updates and monthly reporting

Preferred Certifications

• Cisco Meraki Solutions Specialist / Cisco Meraki certification
• Cisco CCNA
• Cisco CCDA
• Juniper Junos certification
• Equivalent networking, SD-WAN, cloud, or security certifications

Product and Technology Knowledge

Cisco Meraki

SD-WAN

Broadband

IPL

DIA

4G Wireless

Managed Security

Remote Hands

Core Technologies

Network Monitoring Tools

ServiceNow

Microsoft Office Suite

Wireless Networks

RMA Coordination

Vendor/Carrier Escalation