The engineering team provides specialized customer service experience, focused on troubleshooting aligned with the company’s principles and values, as well as designing and implementing customized and appropriate IT solutions for each client’s network. As a **Senior Engineer**, you will be responsible for designing, coordinating, and implementing IT solutions, as well as overseeing Customer Experience within the area and operational escalations. Additionally, ongoing training is provided in the area to develop and enhance technical, interpersonal, and research capabilities in engineering, specifically in LAN, WLAN, and VoIP technologies. Responsibilities · Diagnosing and resolving issues within the engineering area, as well as resolving complex incidents. · Continuous communication and collaboration with carriers providing ISP services to correct misconfigurations, track fiber optic outages, and schedule preventive maintenance windows for clients. · Ongoing monitoring, documentation, tracking, and resolution across our network to proactively notify customers of failures and alerts occurring on LAN and WLAN equipment, based on ITIL practices for incident and event management. · Collaboration with other departments (Pre-sales and KAM), **following process regulations**. · Effective verbal communication to report and/or document failures to customers or carriers using CRM and telephone support. · Ongoing coordination with the engineering team to diagnose and resolve critical issues or escalated failures. · Tracking of failures and requests according to SLAs established within the area to ensure proper resolution and execution of appropriate troubleshooting. · Ongoing research into monitoring tools such as SNMP, UniFi Platform, and Cloud Servers. · Work schedule: 5 days per week, 8 hours per day, for handling requests, failures, and operational tasks, including a 24/7 on-call role **exclusively for failure response**. Knowledge and Skills · Experience with networking technologies including Firewalls, routing and switching, VLANs, VPNs, and 802.11a/b/g/n/ac (wireless) protocols. · Knowledge of WISP networks, licensed spectrum bands, and RADIUS and LDAP protocols. · Knowledge of networking protocols including TCP, UDP, Ethernet, and dynamic routing protocols. · Troubleshooting experience in LAN, WLAN, and VoIP networks. · Knowledge of SIP, RTP, and R2 protocols. · Ability to communicate formally and technically with our customers. · Excellent understanding of SLAs and time management for effective failure tracking. · Ability to multitask and work under pressure. · Knowledge of Virtual Machines (Linux), Cloud Servers, and AWS. · Experience with brands such as MikroTik, Extreme, Ubiquiti (UniFi). Why Play Telecom? Play Telecom focuses on delivering solutions and personalized support to enterprises requiring technical assistance in the IT field. We continuously innovate and stay updated on information technologies. We encourage personal and professional growth within our company; Play Telecom supports diversity, collaboration, and inclusion. The Engineering department presents constant challenges that foster personal development among team members, and we support creativity to drive continuous innovation. Job Type: Full-time, Indefinite Term Salary: $15,000.00 – $20,000.00 per month Benefits: * Salary increases * Free beverages * Company parking * Free parking * Medical expense insurance * Dental insurance * Company phone * Remote work * Additional vacation days or paid leave Work Location: On-site employment