NOC Tier 1 Engineer

hace 16 horas

Perímetro Urbano Barranquilla, Colombia TESYS NETWORKS A tiempo completo

The NOC Tier 1 Engineer is responsible for resolving incidents escalated and providing constant updates to the customer. Primary Job Functions: Detect alarms / events on customers’ monitoring tools or company monitoring tools. Open incidents in incident ticketing systems and report them to the customers within SLAs. Communicating effectively with customers (calls, emails, chats) to provide status updates and ensure they are informed throughout the resolution process. Guarantee resolution to different Incidents escalated from NOC or from the customers. Have knowledge and extensive experience in troubleshooting Routing, Switching, Firewall, Wireless, VPN, NAT, and policy. Provide troubleshooting and technical support via phone, web-based tools, and email to the customers. Work with service providers, vendors, and customers to drive issues to resolution. Investigate and complete reason for outage (RFO) reports on all network outages. Any impact that requires additional configuration and has been ruled out must be escalated to Tier2 with clear information on the validations carried out. During problem escalations, act as a liaison between customers and Tier 2 support. Provide timely follow up to customers about incidents status, according to their priority. Administer all network equipment, hardware, and software upgrades. Perform switch, router, and firewall activations for new and existing customers. Automate network monitoring to provide a proactive approach to mitigate network issues. Ensure the correct updating of the "Client Information File" and topology documents for each customer. Conduct constant reviews of vendor release notes for End-of-Life (EoL) and End-of-Service (EoS) device/firmware status and notify accordingly. Execute the Patch Management process for all clients. Administer all network equipment, hardware, and software upgrades. Implement Change Management (for minor and standard changes) for all clients. Ensure that Monitoring tools are updated in accordance with the Inventory. Review the validity of clients' SSL certificates and proactively notify when they are close to expiration. Required Skills: Strong written and verbal English communication skills. English level =>B2+ Networking and analytical skills, Ethernet, TCP/IP routing, Network packet analysis tools use. Experience working as a Network Engineer, Network Support, or Escalation Engineer WAN (IP, Dualstack, IPv6, BGP, OSPF), SD-WAN, and Security features (NAT, VPN IPsec, SSL, Policy Strong analytical and problem-solving skills. Certification Required: CCNA or any other certification related to networking. Fortinet Switching Routing Certification Preferred: CCNP Fortinet NSE 4 or higher Any other vendor security certification Shift Rotation and must participate in On Call Rotations. Vacation/PTO Holiday paid How to Apply: Please send your resume and a cover letter to with the subject line "NOC Tier 1 Engineer" We look forward to reviewing your application #J-18808-Ljbffr

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