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Urgent! Ingeniero SOC-Networking N1 Job Opening In Bogotá – Now Hiring CRG Solutions

Ingeniero SOC Networking N1



Job description

En CRG Colombia buscamos un Ingeniero de Networking y SOC responsable de la administración y seguimiento de requerimientos o incidentes detectados en las herramientas de monitoreo o reportados por el cliente en Tecnologías de la Información y seguridad bajo modelo estándar ITIL, de servicios activos y en producción.


Soportar y gestionar incidentes y solicitudes propias de las tecnologías asociadas a los productos de Networking y seguridad administrados

Requisitos:

  • Profesional en Ingeniería de Sistemas, Telecomunicaciones, Electrónica y/o afines.

  • 2+ años de experiencia desarrollando funciones de soporte.

    (mandatorio)
  • Tener nociones básicas en una o varias de las verticales tecnológicas (Networking y Seguridad).

  • Mandatorio conocimientos y experiencia en redes WAN, LAN, WLAN con equipo preferiblemente Cisco, Juniper, en equipos de seguridad e Infraestructura virtual de servidores.

  • Deseable Cursos y/o Certificaciones en Fortinet NSE4 o Checkpoint, cisco CCNA security o equivalente.

  • Disponibilidad para trabajar por turnos
    7X24, 4 días turno mañana, 4 días turno tarde, 4 días turno noche, 4 días de descanso

Responsabilidades:

  • Recibir reportes de fallas y/o solicitudes de los clientes (locales y regionales) vía telefónica y/o correo electrónico.

  • Registrar en los sistemas de trouble-tickets la información sobre las llamadas y/o correos electrónicos recibidos.

  • Investigar, diagnosticar y corregir las fallas presentadas en los diferentes servicios de los clientes.

  • Comunicación permanente con los clientes informando sobre el avance de la solución.

  • Verificación y control del cumplimiento de ANS de los clientes.

    Gestión de las solicitudes de los clientes.

  • Escalar y/o llamar a proveedores cuando no pueda resolver los incidentes en los tiempos establecidos.

  • Escalar de manera oportuna y/o llamar al ingeniero de segundo/tercer nivel cuando no pueda resolver los incidentes en los tiempos establecidos, o al proveedor según necesidad, con el fin de cumplir con los ANS de servicio.

  • Realizar informes y/o reportes referentes a los incidentes presentados y en general sobre las funciones inherentes al cargo (disponibilidad mensual, fallas y solicitudes especificas).

  • Monitoreo de las plataformas de gestión y en caso de eventos, reporte en el sistema de tickets, y si es necesario realizar el reporte proactivo al cliente.

    Revisar y velar para tener actualizada las base de datos con la información de los clientes (solución técnica, ANS, contactos, etc.)
  • Todas las demás funciones inherentes al cargo que sean asignadas por el jefe inmediato.

  • Realizar cubrimiento de turno en la rotación 7x24 de considerarse necesario de forma permanente y/o en eventualidades que se presenten en la operación CSC.

  • Revisión de documentación y del servicio ofrecido al cliente, con el fin de anticiparse a las fallas.

  • Contacto con el cliente verificando el formato de bienvenida al Customer Service Center y evaluación del servicio.

  • Elaboración de manuales de procesos y procedimientos, con el fin de generar las buenas prácticas.


Required Skill Profession

Other General



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