Advanced Support Engineer

hace 4 meses

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

Be part of the Advanced Support (L2) team that will support any technical process within the Operation (incidence, Deliver,…). This Advanced Technical team will provide 24x7 support.
The goal of this team will be to lead incidences requiring technical support, make conclusions on the issues, enhance the technical knowledge of the team, and improve troubleshooting templates.
Customer Advanced Support is a proactive team that takes action in incidence management to achieve the objectives of the Customer Operations Organization.
Customer Advanced Support Team: Functions and Tasks:
Define Troubleshooting scripts for Operations.
Monitor the performance of Operations and proactively identify incidences requiring internal escalation.
Ensure high technical knowledge of services and Networks in Telefonica to solve complex diagnostics.
Lead technical conversations with end customers when necessary.
Handle Operations escalations and assist in troubleshooting.
Support RCA for relevant Customer Service Impact.
Coordinate communication with higher technical entities and technological providers when necessary.
Customer Projects
Accept the technical design for customer projects.
Support the LCE (Life Cycle Engineers).
Update the LLD (Low-Level design) for delivered Projects.
Participate in key meetings with pre/post-sales.
Training
Provide operational training for N1/N2.
Support the KDB.
Documentation and processes continuous Update
Internal Process Documentation. Continuous Improvement Actions.
Reporting processes regarding customer incidents.
Support the automation forums to enhance efficiencies and quality.
Define Automation procedures and recommendations.
EDUCATION REQUIRED
SPECIFIC SKILLS
Knowledge of International Services environment.
Team Management Skills and experience.
Operational & Monitoring Tool Knowledge.
Teamwork capabilities.
Ability to work under pressure.
Flexible working hours (Availability for 24x7).
Communication skills.
Customer-oriented profile.
Negotiation Skills.
TECHNICAL KNOWLEDGE
High 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 LAN.
PROFESSIONAL EXPERIENCE
5 years of experience in similar positions.
LANGUAGES
High level of English/Spanish language (written and spoken).

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