Job description
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,

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