ING NOC N1

Description

Job Summary: We are seeking an NOC Engineer Level 1 with call center experience to monitor network events and incidents, manage tickets, and provide telecommunications and IT support. Key Highlights: 1. Growth, development, and learning opportunities. 2. High-performance and recognition-oriented culture. 3. Focus on network monitoring and incident management. We are looking for an NOC Engineer with call center experience. At Servnet, we are seeking an "NOC Engineer Level 1". If you have experience supporting telecommunications incidents, monitoring network services, and handling customer requests for enterprise telecommunications and IT services—either via phone and/or email—this position is for you. Servnet is a telecommunications industry company with over 20 years of experience, more than 1,200 active clients, and 80 employees. We provide Internet, Telephony, and Cloud Solutions for businesses in Mexico City and 10 other cities through our own fiber-optic network and Data Center. At Servnet, we fully recognize that people are the most critical factor for the company’s success; therefore, we aim to strengthen our team with top market talent. We offer growth, development, learning, and a high-performance, recognition-oriented culture. **Job Objective:** 100% focus on monitoring to identify network events or incidents. Basic knowledge of networking is required—including how networks operate, what a switch or router is, microwave links, fiber, Ethernet, the OSI model, access points, TCP\-IP and its versions, and VoIP concepts. **Main Responsibilities:** · Ticket management: creation, categorization, documentation, tracking, and closure. · Communication with both internal and external customers; constant interaction across all Servnet departments via phone calls and/or email and the ticket management system. · Identification of alarms, categorized as CRITICAL, HIGH, MEDIUM, or LOW severity, and proper prioritization and root-cause resolution at Level 1. · Document interventions before escalating to Level 2. · Respond to requests within SLA timeframes according to customer type (maximum 2 hours to resolve, depending on service level). Phone call handling and incident follow-up. **Requirements:** * Call center experience, customer service and support, help desk, IT support, or telecommunications experience. * Availability to rotate shifts. As we operate three shifts, schedules rotate every six months. * Education: Currently enrolled or graduated in Telecommunications Engineering, Systems Engineering, Computer Science, Information Technology, or related fields. Minimum six months of relevant experience is mandatory. * Required Knowledge: Familiarity with network administration and network protocols/functions is desirable—for example: HTTP, HTTPS, SSL/TLS, SMTP, DNS; Telecommunications technologies: VoIP, switches; experience with SNMP monitoring, AAA, Logs & Event Servers, etc. Basic logical security (network security, application security, etc.). * Competencies: Self-taught, empathetic, proactive, open to growth and learning, aspirational, excellent customer service orientation, organizational skills, punctuality, and professional ambition. Employment Type: Full-time, indefinite-term contract. Salary: $15,000\.00 per month. Benefits: * Salary increases * Savings fund * Gym discount * Discounts and preferential pricing * Option for indefinite-term contract * Employee referral program * Life insurance * Food vouchers Workplace: On-site employment