General Description: The NOC Customer Support and Surveillance is responsible for proactive monitoring of customer equipment, networks, services, and providing phone and email technical support. The primary focus is to ensure customer communication about their network's status. Primary Job Functions: Communicating effectively with customers (calls, emails, chats) to provide status updates and ensure they are informed throughout the resolution process. Detect alarms / events on customers' monitoring tools or company monitoring tools. Open incidents in incident ticketing systems and report them to the customers within SLAs. Log each incident in the ticketing system, providing details such as the nature of the issue, affected systems, and any relevant information. Assess the severity and impact of each incident to determine its priority level. Once incidents are logged and prioritized, assign Tier 1 support personnel to handle them. Providing technical assistance to customers experiencing network disruptions or performance issues. Documenting all customer interactions, troubleshooting steps, and resolutions in the ticketing system. Ensure clear communication channels are established for Tier 1 agents to escalate incidents to higher-tier support teams if necessary. Required Skills: Strong written and verbal English communication skills (B2). Prioritize and triage phone, email, and monitoring system incidents. Document all work performed in a highly detailed and accurate manner in the incident ticketing systems. Escalate relevant incidents to Tier 1, Engineering, or Management based on complexity or time constraints. Provide continual updates and process changes alongside customers. Experience with ticketing systems and monitoring tools. Teamwork skills. Education: Engineering degree ( graduated ) in Networking, Telecommunication, Telematic, Electrical, Electronic, or related fields in the communication and technology industry. Work Details: Work on Site, Medellin- Antioquia Shift Rotation 24x7 364 days Career Opportunities USD Salary Tipo de puesto: Tiempo completo #J-18808-Ljbffr