The Senior NOC Engineer provides Tier 1 & 2 service level support and works closely with Tier 3 Support Groups to deliver results. This position is responsible for the administration, documentation, and resolution of diverse cases (incidents, changes, requests). Deep knowledge in Information and Communications Technology (ICT) and in integrated customer end-to-end solutions related to the company's portfolio. Guides and directs support team members/vendors as required to assist in incident resolution and escalates issues to ensure total customer satisfaction. Sound understanding of both problem solving and interpersonal communication skills (verbal and written) with both technical and nontechnical users.Detailed and customer-oriented with a deep understanding of a demanding, complex environment. The team member is an advocate with a high sense of responsibility, is goal-oriented, and has an excellent teamwork mindset.Responsibilities:Information and Communications Infrastructure Monitoring and Troubleshooting:Collects and registers incidents.Fault isolation & troubleshooting.Coordinates with and escalates to other technical support areas and providers including RMA.Provides periodic updates regarding the incident status.Delivers a RFO (Reason for Outage) or RCA (Root Cause Analysis) final reports per each incident.Provides monthly reports with summary based on the committed SLAs.Alarm and status monitoring for security, connectivity, and performance of critical infrastructure.Serves as liaison between various support groups during system outages and works with third-party vendors or service providers to remediate outage issues.Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision.Customer change, incident, and problem management emergency reports.Change management process fulfillment.Management, fraud detection, and mitigation.Monitors traffic behavior and detects anomalies.Detects fraud and executes mitigation procedures.Provides regular reports of voice traffic platforms.Qualifications:Bachelor's degree in telecommunications, engineering, computer science, or related discipline and/or equivalent experience.3-5 years of customer interface experience in Information and Communications Technology.Flexible to work different days of the week including weekends/holidays.Skilled to work under stress.Fluency (read and write) in English and Spanish.Excellent interpersonal, analytical, and communication skills.Demonstrated strengths in rapidly diagnosing, troubleshooting, and resolving telecom issues.Sound knowledge in network monitoring tools.Deep understanding in troubleshooting the following routing protocols: BGP, IS-IS.Deep understanding in troubleshooting: MPLS, QoS, IPv6, IP Multicast, SD-WAN.Sound knowledge in VoIP, UC&C, security technologies.Sound knowledge in cloud technologies.Cisco CCNA, CCDA, or Juniper Jun OS Certified.Microsoft Office Suite solid experience.3-5 years customer service or helpdesk experience.Product Knowledge:CloudMPLSCarrier Ethernet / EPLBroadband / IPL / DIAUnified Communications - UCaaS, CCaaSITFSIoT (Edge Intelligence)Managed SecurityCloud ConnectSD WANSIP TrunkingRemote HandsPosition Details:Full-time: 40 hoursWork schedule: shift 6am-3pm, 5-day consecutive work week, work week start varies (Sun-Sat)Location: Madrid, Spain. Office cubicle space settingTraining: Paid 10-week program
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