Important company requires:
**Lead - L3 Customer Service Operations Centre (SOC) /Hibryd in CDMX**
**Essential Qualifications**:
- ** Education: Bachelor's Degree in Electrical, Electronics, Telecommunications.**
- ** Languages: Fluent English (Proficiency in English is required).**
The position is part of the Service Operations Centre (SOC), which acts as a single point of contact for customers in the international division. The objective of the role is to manage incidents and customer requests, ensuring:
- Incident or request reception.
- Analysis and troubleshooting.
- Resolution or escalation.
- Case closure.
- High-level customer service.
**Requisite Skills**:
- 6 to 8 years telecommunications experience, preferably for a service provider.
- CCNP/CCIE certification and simmmilar level SDWAN certification or Any Basic Network -security
- related certification is a plus.
- Indepth Knowledge of IP addressing, routing protocol (BGP, OSPF etc.)
- Indepth Knowledge of VPN /IPsec technology.
- Understanding of security, firewall, the proxy is a plus (Fortinet/Zscaler/Paul Alto etc.)
- knowledge of OSI layer and Layer 1/2 technology (xDSL, Ethernet, leased lines, wireless)
- Strong customer focus.




- Excellent oral and written communication skills, team player, good listening skills.
- Coordination skills and result-focused, requires push and escalate.
- Work effectively under pressure.
- Proficient with Microsoft Office Suite.
- Excellent aptitude for problem-solving and good analysis skills.
- Ability to learn, autonomy, the capacity of initiative.
**Functions**:
- Understanding the customer issue /requirement and capture in ticket/system
- Support the desk to resolve the issues.
- Troubleshoot to isolate and resolve the level 3 incidents/queries.
- Escalate to next level or partner to resolve incidents within SLA.
- Review and perform the impact analysis for changes, execute the changes complex followed with post check.
- Participate in technical and design discussion with customer and Solution.
- Run and analyze traffic reports, IP configuration.
- Coordinate and participate in troubleshooting efforts between departments and vendors.
- Manage and monitor Planned Maintenance.
**Job Type**: Hybrid.
**Location**: Mexico City (Polanco - Santa Fe)
**Salary**:Open
- Based on experience.

📌 Lead Customer Service Engineer (Soc) / Hybrid Cdmx (Ciudad de México)
🏢 Gsb Solutions
📍 Ciudad de México