Summary:
We are looking for a Networking Engineer to join our technical services team. This role will be responsible for troubleshooting, diagnosing, and resolving advanced customer issues while collaborating with cross-functional teams to optimize network performance and enhance customer satisfaction.
The adecuado candidate has strong technical expertise in networking, excellent troubleshooting skills, and a passion for delivering high-quality customer support while contributing to continuous improvements in our platforms and services.
Role and Responsibilities:
Troubleshoot and resolve Level 2 customer issues, ensuring timely and satisfactory resolution.
Diagnose and resolve product, code, and configuration-related issues.
Escalate complex cases to L3 or Engineering teams as needed, ensuring on-time handoff and clear documentation.
Collaborate with team leads, managers, and TAC teams to manage escalations that require advanced technical or business alignment.
Document all communications, troubleshooting steps, and resolutions in the CRM system.
Contribute to the internal knowledge base and technical forums to enhance team expertise and efficiency.
Continuously upgrade technical and product knowledge to keep pace with evolving technologies.
Provide recommendations for network improvements based on analysis and customer needs.
Participate in cross-functional projects to improve subscriber experiences and operational efficiency.
Required Skills:
- At least 1 year of experience in networking support (mandatory).
- Networking: TCP/IP, Ethernet (CSMA/CD), VLANs, STP/RSTP/MSTP, Link Aggregation (LAG), QoS/DSCP/CoS, ERPS (G.8032).
- Routing Protocols: RIP, OSPF, IGRP, EIGRP, BGP.
- Access Technologies: GPON/PON, IGMP, IPTV.
- VoIP: SIP, H.323.
- Tools & Platforms: Wireshark, Linux.
- Protocols & Mechanisms: DHCP (DORA, IP Helper), ARP, OSI Model, L2 Switching.
- Knowledge of WLANs, 802.11 protocols, RSSI, etc.
- CCNA or equivalent networking knowledge.
- Bonus: API basics (JSON, Postman), Wireshark, Linux.
- English level required C1
Desired Skills
Experience in telecom, broadband, or service provider environments.
Exposure to SD-WAN, network automation, or DevOps methodologies.
Experience with large-scale enterprise networking environments.
Familiarity with security best practices for network deployments.
Knowledge and expertise of WLANs, 802.11 protocols, RSSI, etc.