Advanced Support Engineer

hace 1 semana


Madrid, España Telefónica A tiempo completo

.MAIN DUTIES & RESPONSIBILITIESBe 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 24x7The 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 REQUIREDTechnical Bachelor degree minimum.SPECIFIC SKILLS* Knowledge of International Services environment* Team Management Skills and experience* Operational & Monitoring Tool Knowledge.* Team work capabilities.* Under pressure work tolerance* Flexible working hours (Availability for 24x7)* Communications skills.* Customer oriented profile.* Negotiation SkillsTECHNICAL KNOWLEDGEHigh Technical skill and knowledge: Networking (routing & switching), SDWAN, HCS, MM/M2M,...* 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 LANPROFESSIONAL EXPERIENCE* 5 years of experience in similar positionsLANGUAGESHigh level of English/Spanish language (written and spoken)#UnidadesGlobales #B2BIf you join TelefónicaYou 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



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