Job Summary: Provide 24x7x365 Level 1 support for telecommunications services, including monitoring, incident response, and escalation to ensure service continuity and quality. Key Highlights: 1. 24x7x365 Technical Support for Telecommunications Services 2. Continuous Monitoring and Level 1 Incident Response 3. Opportunity for Professional Development in a Dynamic Environment Job Objective Provide 24x7x365 Level 1 technical support for the company’s telecommunications services, performing continuous monitoring, initial incident response, and timely escalation to ensure continuity, availability, and quality of services delivered to customers and business units. Main Responsibilities • Continuously monitor services using web-based tools or platforms. • Respond to and log Level 1 incidents, perform initial diagnostics, and resolve basic cases. • Escalate incidents promptly to Level 2 per the defined escalation matrix. • Document incidents, actions taken, and solutions applied in management tools. • Execute established operational procedures and instructions for handling events and failures. • Assist in scheduled maintenance activities under supervision. • Maintain consistent communication with internal customers, vendors, and higher-level support teams. • Adhere to rotating 24/7 shift schedules and departmental operational policies. Requirements: • Associate Degree (TSU) in Telecommunications or Bachelor’s degree in Systems Engineering, Telecommunications Engineering, or Mechatronics. • Availability to work rotating shifts. • Fundamentals of Telecommunications Networks: o TCP/IP o Basic Routing o Basic Switching • Basic Knowledge of: o VoIP o Wireless Networks o Optical Fiber o Monitoring Platforms (e.g., Zabbix, PRTG, or similar) • Basic Operating Systems: Linux / Windows. Competencies and Skills • Customer Service and Support Orientation • Analytical Ability and Basic Diagnostic Skills • 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 Professional Growth • 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 old Willingness to Travel: Yes Keywords: engineer, engineers, ingeniera, ing, engineer, apoyo, support, soporte, tecnologo, tecnico, tech, technician, technology, tecnologia, technologist