About the job
gsbsolutions1 is expanding its team across Latin America and is seeking a NOC Tier 2 Technician. This is a remote role with some on-site shifts in Mexico City.
Role overview
The NOC Tier 2 Technician helps customers by resolving network issues, managing escalations, and collaborating with both clients and internal teams. Strong troubleshooting skills and effective English communication are essential for this position.
Main responsibilities
- Advocate for customers to ensure a smooth and efficient experience.
- Handle issue escalations and work toward timely resolutions.
- Analyze trends, identify root causes, and recommend operational improvements. Develop actionable Customer Engagement Plans.
- Work directly with customers to resolve mobility service issues.
- Coordinate between customers and internal teams to maintain positive relationships.
Requirements
- At least four years of experience with networking technologies (LAN, WAN, WLAN, DHCP, DNS).
- Strong troubleshooting skills in network environments.
- Experience working with multiple Incident Management Systems.
- Proficiency with Microsoft Office Suite.
- Collaborative, proactive, and positive approach to teamwork.
- Ability to work independently under pressure.
- Excellent organizational and multitasking skills.
Preferred skills
- Strong verbal and written English communication.
- CCNA (R&S) certification is an advantage.
- Willingness to work 24x7 shifts.
Language requirements
- Intermediate English proficiency required (assessment will be conducted).
- Portuguese fluency is a plus.
Work schedule
- Three shift options:
- 3:00 AM – 11:00 AM (Mexico Time) – Home Office
- 11:00 AM – 7:00 PM (Mexico Time) – On-site at TecnoParque, Mexico City
- 7:00 PM – 3:00 AM (Mexico Time) – Home Office
Additional information
- Combination of on-site and remote work
- Location: TecnoParque, Azcapotzalco, Mexico City
- Salary: $35,000 gross monthly
- Foreign nationals residing in Mexico must have valid INE, CURP, NSS, and RFC documents
