INFINIVIRT TECHNOLOGIES S.A.S. is seeking a professional or technologist in telecommunications, systems, telematics, electronics, or related fields in information technology, networks, or telecommunications to fill the position of Level 1 Technical Support Analyst. The purpose of this role is to provide first-level technical support to end customers and ensure the stability of voice and data infrastructure through incident handling, diagnosis, documentation, and proactive monitoring from the Network Operations Center (NOC). This role is part of an operational 24/7 team consisting of six analysts working under a rotating shift schedule. One of the shifts includes night hours, typically covered for one week per month, although flexibility and availability are required to take on this shift at other times when operations demand it. Main Responsibilities Real-time Monitoring * Continuously supervise the network and telecommunications infrastructure from the NOC, identifying potential failures or security threats. * Use monitoring tools to proactively track IP traffic, service availability, and network performance. * Detect, document, and promptly escalate anomalies or degradations in critical services. Incident Resolution * Analyze and resolve technical incidents related to network and communications infrastructure. * Coordinate with Level 2 teams and other technical areas for efficient fault resolution, minimizing customer impact. * Ensure complete documentation of each case in the ticketing system, including root cause and preventive measures. Technical Support * Handle support requests via phone, email, or remote access, ensuring quality, timeliness, and traceability in service delivery. * Perform diagnostic tests and service validation after intervention. * Timely escalate incidents requiring higher-level intervention, ensuring an informed and accurate handover. Operational Management and Shifts * Ensure operational continuity during assigned shifts, including weekends, holidays, or night shifts according to the schedule. * Participate in updating contingency plans and recovery procedures for critical failures. * Adhere to established preventive and corrective maintenance schedules. Collaboration and Continuous Improvement * Collaborate with Level 2 analysts and other technical teams to improve processes, optimize response times, and enhance network security. * Support knowledge transfer and internal team training. * Contribute to ensuring quality in telecommunications operations, prioritizing customer satisfaction. **Job Requirements** * Technical, technological, or professional education in telecommunications, systems, telematics, or related fields. * Minimum of 1 year of experience in technical support, help desk, or NOC; additional experience in network environments is valued. * Solid knowledge of network protocols (LAN/WAN, TCP/IP, SIP), basic configuration of routers, switches, and firewalls. * Analytical skills to identify and resolve incidents in real time. * Attention to detail and ability to follow technical procedures in a structured manner. * Experience with network monitoring and management tools (PRTG, Zabbix, Grafana, or others). * Proficiency in IP addressing and basic subnet administration. * Desirable: Knowledge or experience with Session Border Controllers (SBC) and perimeter security concepts. * Availability to work rotating shifts (24/7), including nights, weekends, and holidays as scheduled. * On-site work at our facilities. * Certifications such as CCNA, CompTIA Network+ or equivalents will be highly valued. **What We Offer** * Continuous training in network technologies, security, and unified communications. * Professional growth within a regionally expanding company with high-impact technology projects. * Competitive compensation, with additional benefits associated with rotating shifts. * Collaborative and dynamic environment focused on continuous improvement and talent development. **Work Mode** * On-site in Medellín, with international reach in clients and projects. Employment type: Full-time Salary: $8,340.10 - $19,506.33 per month Work Location: On-site job