NOC Engineer / Junior NOC Engineer

Role Summary

Department

Network Operations / NOC / Managed Services

Responsibilities

• Monitor alarms, dashboards, service availability, connectivity and network events.
• Record, update and document incidents in ITSM or ticketing tools.
• Perform initial validations in the event of connectivity failures or degradation.
• Review link status, packet loss, device availability, alarms, tunnels and basic network events.
• Escalate incidents according to severity, SLA and defined procedures.
• Support operational monitoring of Cisco Meraki / SD-WAN environments.
• Document troubleshooting, evidence, progress, probable cause, escalations and ticket closure.
• Coordinate with Senior NOC Engineers, Tier 3, vendors, carriers or suppliers when necessary.
• Follow runbooks, operating procedures and escalation criteria.

Requirements

• 1 to 3 years of experience in NOC, technical Help Desk, network support, telecommunications, IT operations or managed services.
• Experience monitoring alarms, dashboards, availability, connectivity or network events.
• Management of ticketing or ITSM tools such as ServiceNow, Jira Service Management, Remedy, Freshservice or similar.
• Knowledge or practical exposure to Cisco Meraki.
• Basic knowledge or experience in SD-WAN monitoring/troubleshooting.
• Technical bases in IPv4, IPv6, routing/switching, L2 Transport, wireless, 4G or connectivity.
• Ability to diagnose, document, track and escalate incidents.
• Good communication, customer orientation and attention to detail.
• Fluent English and Spanish.
• Availability to work shifts, including weekends and holidays if applicable.
• Desirable
• Cisco Meraki Certification.
• CCNA, CCDA or Juniper Junos.
• ITIL / ITSM certification.
• Certifications in SD-WAN, cloud, security or networking.
• Previous experience in Help Desk, telecommunications or supporting corporate clients.
• Experience in SLA-oriented environments.

Possible schedules

• Wednesday to Saturday, 10:00 a.m. to 9:00 p.m.
• Sunday to Wednesday, 10:00 a.m. to 9:00 p.m.
• Monday to Friday, 11:00 a.m. to 8:00 p.m.
• Priority: Colombia and Mexico
• Full-time/Remote/Shift-based operation

About the vacancy

• We are seeking a NOC Engineer / Junior NOC Engineer to support network monitoring, ticket management, initial incident validation and escalation activities within a NOC operation for managed services.
• The role is aimed at profiles with experience in NOC, technical Help Desk, network support, telecommunications, IT operations or managed services, with knowledge or exposure to Cisco Meraki, SD-WAN, monitoring tools and ITSM.