advanced support engineer

hace 2 meses

Madrid, Madrid, España Telefonica S.A. A tiempo completo

MAIN DUTIES & RESPONSIBILITIES

Be part of the Advanced Support (L2) team that will support at any technical process to the Operation (incidence, Deliver,...). This Advance Technical team will support the activity 24x7

The goal if this team will be the leadership of incidence if is needed tech support, and take conclusion of the issue looking for improvements in technical knowledge of the team and troubleshooting templates.

Customer Advanced Support is a team that proactively takes action in the incidence management process and work to fulfill the Objective of Customer Operations Organization.

Customer Advanced Support Team: Functions and Task:

Incidence responsibility.

Define Troubleshooting scripts for Operations. Monitor the performance of Operations and identify proactively incidence that need an internal escalation. Assure high technical Knowledge of the services and Networks in Telefonica that assure the capabities to solve difficult diagnostics. Will lead technical conversation with end customers when needed. Receive Operations escalation in help in troubleshooting. Support RCA for relevant Customer Service Impact. Lead the communication with higher technical entities and technological provider if is needed.

Customer Projects

Accept the technical design for customer projects; Support the LCE (Life Cycle Engineers); Update the LLD (Low Level design) for delivered Projects; Attend key meeting with pre/post-sales;

Training

Provide operational training for N1/N2; Support the KDB.

Documentation and processes continuous Update

Internal Process Documentation. Continuous Improvement Action. Reporting process regarding customer's incidents. Support the automation forums in order to efficiencies and quality improvements Define Automation procedures and recommendations.

EDUCATION REQUIRED

Technical Bachelor degree minimum.

SPECIFIC SKILLS

Knowledge of International Services environment Operational & Monitoring Tool Knowledge. Team work capabilities. Under pressure work tolerance Flexible working hours (Availability for 24x7) Communications skills. Customer oriented profile. Negotiation Skills

TECHNICAL KNOWLEDGE

High Technical skill and knowledge: Networking (routing & switching), SDWAN, HCS, MM/M2M,...

Desirable but not mandatory: CCNP or CCIE certifications. High knowledge of routing protocols (BGP, ISIS, OSPF..). High knowledge of communications (IP MPLS, Switching, SD-WAN ..) High knowledge of level 2 protocols Knowledge of Forti, Viptela and other SDWAN Vendors; Knowledge in LAN

PROFESSIONAL EXPERIENCE

Minimum 3 years of experience in similar positions

LANGUAGES

High level of English/Spanish language (written and spoken)

#UnidadesGlobales #B2B

If you join Telefónica

You join almost 100 years of history, a team of 106 nationalities present in more than 35 countries. You join a team that works to connect people wherever they are, without borders. A team that is leading the digital revolution with the enthusiasm of the first day in all our businesses, creating the best digital ecosystem for our clients: Network, IoT, Cloud, Cybersecurity, Innovation, etc. At Telefónica you have everything you need to create the best version of yourself. We need people like you to join this great challenge, who want to create the Telefónica of tomorrow.

At Telefónica we are committed to new ways of working and we are leaders in the implementation of Digital Disconnection under the "Disconnect to Reconnect" principle.

You join a company whose activity is governed by its code of ethics, Our Responsible Business Principles. We are looking for people who identify with them, who help us make decisions based on integrity, commitment and transparency and who are committed to ethical management, promoting fairer and more sustainable social and environmental development.

#WeAreInclusive

We strongly believe diverse and inclusive teams become more innovative and they achieve improved results. Telefonica aims to promote and guarantee a place for everyone, just the way we are: gender, age range, sexual orientation and/or identity, culture, creed, disability or any other personal condition.

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