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Operations Support Engineer (L3)

Remote: 
Full Remote
Work from: 

Offer summary

Qualifications:

Experience in support environments like NOC or Command Center, Expertise in networks, internet traffic, and monitoring tools.

Key responsabilities:

  • Handle critical incidents and prioritize per standards
  • Troubleshoot with vendors and improve services
  • Collaborate with internal teams for system enhancement
  • Communicate clearly with stakeholders during incident resolution
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ITTConnect Startup https://ittconnect.com/
11 - 50 Employees
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Job description

This is a remote position.

ITTConnect is seeking an Operations Support Engineer - L3 to work remotely for a client in the US. This is a long term position with a client that is a global leader in consulting, digital transformation, technology and engineering services present in nearly 50 countries. The end client is in the Telecom area (internet, cable TV).

Job location: Remote, work from home anywhere in Brazil.

Only resumes in English will be reviewed. All interviews will be in English only (must be fluent)

Responsibilities:
Troubleshooting and Incident Command:
      • Handle critical incidents, including major outages or service disruptions.
      • Prioritize Incidents per documented standards
      • Investigate complex technical issues escalated from Monitoring tools or Tier 2 support.
      • Analyze logs, system performance data, and network traces to identify root causes.
      • Collaborate with cross-functional teams to resolve incidents promptly
      • Document incident details, resolutions, and lessons learned.
             Vendor Coordination :
      • Act as the liaison between the cable TV provider and syndicated vendor partners.
      • Engage with vendors to troubleshoot issues related to hardware, software, or services.
      • Ensure timely communication and follow-up on vendor escalations.
             Service Improvement :
      • Identify recurring issues and work with fix agents to implement preventive measures.
      • Collaborate with internal teams to enhance system reliability and performance.
             Collaboration and Communication :
      • Work closely with Fix agents and other teams.
      • Provide clear and concise updates to stakeholders during incident resolution.
      • Participate in regular meetings with vendors to discuss priorities and improvements.

Requirements
  • Experience in support environments such as a NOC, Command Center, Service Desk
  • Splunk for log analysis, and for creating/modifying queries.
  • Familiarity with ticketing tools, i.e. Remedy, ServiceNow, etc.
  • Expertise in computer networks, internet traffic, monitoring tools.
  • Willing to support "on call" during off hours and weekends on a rotation basis
  • Familiarity with ITIL processes and incident management best practices.

 Nice to have:

  • Experience on cable TV products and/or Telecom.

Soft Skills/Expectations:

  • High learning agility for both operations and client-specific domain information.
  • Keen attention to detail.
  • Clear written and verbal communication.
  • Collaborate with a variety of team members or work independently to achieve desired outcomes.


Benefits
None ("PJ" role)

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Verbal Communication Skills
  • Learning Agility
  • Collaboration
  • Detail Oriented

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