Level 1 Technical Support Engineer – Availability for rotating shifts

Description

Job Summary: Provide 24x7x365 first-level support for telecommunications services, including monitoring, incident response, and escalation to ensure service continuity and quality. Key Highlights: 1. 24/7/365 support for telecommunications services 2. Initial response and diagnosis of Level 1 incidents 3. Continuous service monitoring and timely escalation Job Objective Provide 24x7x365 first-level support for the company’s telecommunications services by continuously monitoring services, performing initial incident response, and ensuring timely escalation, thereby guaranteeing service continuity, availability, and quality for customers and business units. Main Responsibilities • Continuously monitor services using web-based tools or platforms. • Respond to and log Level 1 incidents, performing initial diagnosis and resolving basic cases. • Perform timely escalation to Level 2 per the defined escalation matrix. • Document incidents, actions taken, and solutions applied in management tools. • Execute defined operational procedures and instructions for handling events and failures. • Assist in scheduled maintenance activities under supervision. • Maintain constant communication with internal customers, vendors, and higher-level support teams. • Comply with rotating 24/7 shifts and departmental operational policies. Requirements: • TSU (Technical Superior University degree) in Telecommunications or Engineering in Systems, Telecommunications, or Mechatronics. • Availability for rotating shifts. • Fundamentals of telecommunications networks: o TCP/IP o Basic routing o Basic switching • Entry-level knowledge in: o VoIP o Wireless networks o Fiber optics o Monitoring platforms (e.g., Zabbix, PRTG, or similar) • Basic operating systems: Linux / Windows. Competencies and Skills • Customer service and support orientation • Basic analytical and diagnostic capability • Operational discipline and adherence to procedures • Clear communication with end users and technical teams • Ability to work in 24/7 environments • Attitude of continuous learning and development • Organization, documentation, and case tracking -Requirements- Minimum Education: Higher Education – Bachelor's Degree 2 years of experience Languages: English Age: between 28 and 40 years Willingness to travel: Yes Keywords: engineer, engineers, ingeniera, ing, engineer, apoyo, support, soporte, tecnologo, tecnico, tech, technician, technology, tecnologia, technologist