Job Summary: We are seeking an NOC Engineer Level 1 (NOC N1) with call center experience to provide telecommunications support, network monitoring, and enterprise customer service in a high-performance environment. Key Highlights: 1. Growth, development, and learning opportunities 2. High-performance and recognition-oriented culture 3. Constant interaction with internal and external customers We are looking for an NOC Engineer with call center experience. At Servnet, we are seeking an "NOC Engineer N1". If you have experience handling telecommunications incident support, monitoring network services, and responding to enterprise telecommunications and IT service requests—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 offer Internet, Telephony, and Cloud Solutions for enterprises across Mexico City and 10 other cities, leveraging our own fiber-optic network and Data Center. At Servnet, we fully recognize that people are the most critical factor for corporate success; therefore, we aim to strengthen our team with top-tier 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 fundamentals is required—including how networks operate, what a switch or router is, microwave links, fiber optics, 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, classification into CRITICAL, HIGH, MEDIUM, or LOW severity levels, and proper prioritization and root-cause resolution at Level 1. · Documentation of interventions prior to escalation to Level 2. · Response to requests within SLA timeframes based on customer type (maximum 2 hours to resolve, depending on severity level). Phone call handling and incident tracking **Requirements:** * Call center experience, customer service and support experience, help desk, IT support, or telecommunications experience * Availability to rotate shifts. As we operate three shifts, schedules rotate every six months. * Education: Internship status or completed degree in Telecommunications Engineering, Systems Engineering, Computer Science, Information Technology, or related fields. Minimum 6 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-motivated learner, 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 * Grocery vouchers Workplace: On-site employment