We are looking for an IT professional to support the day-to-day reliability of network and infrastructure services. This role will focus on continuous monitoring, initial incident analysis, technical troubleshooting, and coordination with internal and external support teams.

The position requires someone who can quickly evaluate technical situations, identify business impact, and take appropriate action while following established IT processes. The successful candidate will be comfortable working with network technologies, infrastructure monitoring tools, and service management platforms in a dynamic environment.

What You'll Do

- Monitor infrastructure and network environments to identify service interruptions, performance issues, and system alerts.
- Investigate alerts and perform initial technical analysis to determine the source and impact of incidents.
- Troubleshoot connectivity issues across LAN, WAN, and SD-WAN environments.
- Provide first-level support for network equipment and technologies, including switches, routers, firewalls, wireless solutions, and Cisco Meraki environments.
- Review, prioritize, and manage incidents based on urgency, business impact, and established escalation guidelines.
- Document incidents, troubleshooting activities, actions taken, and resolutions within the appropriate IT service management system.
- Work with internal technical teams to resolve issues and Engage third-party providers and technology vendors when specialized assistance is needed.
- Keep stakeholders informed about incident progress, expected next steps, and resolution status.
- Follow operational standards, support procedures, and established processes for network and infrastructure services.
- Maintain up-to-date technical documentation and support records.




- Help promote stable and dependable IT operations through effective monitoring and timely incident response.
- Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related discipline is preferred.
- Equivalent professional experience may be considered.
- Working knowledge of networking, servers, storage, and Microsoft Azure environments.
- CCNA or CompTIA Network+ certification is desirable.
- Microsoft Azure certification is desirable.
- Server+ certification is a plus.

Experience & Technical Skills

- 3+ years of experience working across IT support or infrastructure-related functions.
- At least 2 years of hands-on experience in technical monitoring, troubleshooting, or IT support.
- Practical understanding of network and cloud technologies.
- Experience supporting Cisco Meraki environments at a Level 1 troubleshooting level.
- Basic knowledge of DNS and DHCP.
- Experience using infrastructure or network monitoring solutions such as Meraki Dashboard, SolarWinds, or comparable platforms.
- Familiarity with IT ticketing and service management tools.
- Experience working with incident management, escalation procedures, and technical documentation.
- Previous interaction with external vendors, telecommunications providers, or technology service partners is preferred.

What We're Looking For

- Strong analytical and troubleshooting capabilities.
- Ability to evaluate multiple incidents and determine which issues require immediate attention.
- Effective written and verbal communication in English.
- Strong organization and attention to detail.
- Ability to remain composed and productive in a high-volume support environment.
- Customer-oriented approach to technical support.
- Ability to collaborate effectively with infrastructure, network, and other technical teams.
- Proactive mindset with a focus on timely resolution and service reliability.

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📌 Ingeniero de redes/ Network Engineer (Santiago de Querétaro)
🏢 Confidential Jobs
📍 Santiago de Querétaro