At General Hitss, we are part of Grupo Móvil, with over 38 years of experience in the digital solutions and IT services market. We have a team of 11,500+ collaborators across 7 countries, including Mexico, Brazil, Colombia, USA, Peru, Argentina, and Ecuador.
In Mexico, we have 6 office locations: Mexico City, Guadalajara, Monterrey, Querétaro, and Tijuana.
Technical Engineer L2 Support
Responsible for handling Level 2 analysis, trouble shooting and resolution.
- Responsible for handling product queries.
- Handling all the communication related to the assigned customer accounts.
- Coordinating the issuesinternally and with outsourced partners,service providers (MNO's,ISPs,ILD/NLDcarriers) and onsite teams.
- Responsible for maintaining and making available up-to-date contact information, supported product lists, technical information regarding products, troubleshooting information, all known fault handling information and other information of general use.
- To interface with customer for all CSRsinternal and external.
- Emergency CSR handling on a 24/7 service level, with on callsupport.
- Implement workaroundsto limit customer downtime. Subsequently follow-up and ensure implementation of permanent solution.
- Participate or organize Technical Call Bridge to addresstechnical diagnostics & collaboration with customers and partners.
- To execute tasks allocated by the reporting manager in a timely manner
- Coordination with customer/partner SPOC for all technical aspects
- Coordination with customer/partner SPOC for Hardware / VM / Software Installation /
- Configuration including OS install, RAID configuration, high availability module, IP allocation
- Coordination with customer L1 / NOC teams including basic and detail level filtration & troubleshooting.
- Coordination with L3 team
- Incident management, reporting, RCA preparation.
- Skills – Work experience, preferable in an O&M; VAS & IOT environment with a mobile operator.
- Solaris/Linux/Shell scripting –Knowledge. Python scripting knowledge preferred.
- Domain Knowledge – GSM, SS7/SIGTRAN/Diameter. Conversant with Call flows and routing VAS/Core ,3G/4G/5G
- Protocol knowledge (any or all): MAP/CAMEL/INAP/GPRS/Diameter/SMPP
- Network Element Knowledge: OCS, PCRF, Kafka, Zookeeper, Tomcat
- Working knowledge of CDRs/Billing,
- Tools like Wireshark, Postman, Jenkins, Ansible
- Work Experience
- 4-6 Years.
- Strong analytical troubleshooting work experience.
- Customer incident management and support experience
- Customer Managed Service Experience
What We Offer:
? 100% Payroll Salary
? Legal Benefits
? Major Medical Insurance
? Life Insurance
? Discounts at Grupo Carso
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?? Be part of our amazing team! Apply now! ??
📌 Technical EngineerSupport - Hibrido (3 dias oficina y 2 HO). Ingles avanzado
🏢 Global Hitss
📍 Miguel Hidalgo