Technical Support Engineer Mexico (1258)

RAD's Global Services, Mexico office is looking for a technical support engineer. 

Location: 

Based at the RAD offices in Mexico.

Responsibilities:

• Being the first contact with the client
• Being the first support Line for solution and failure isolation
• Being responsible for testing the network performance
• Being accountable for escalating all critical and KCA issues
• Client monitoring and Attention 24/7
• Being a team player
• Deliver monthly KPIs to the team lead along with significant updates
• Training schedule to improve the performance
• Network Monitoring
• Monitoring 24/7 of network elements
• Assure the SLA Schedule
• Daily review of the customer information to be updated
• Register all cases and escalate the critical ones according to the SLA defined
• Follow up the critical issues and update accordingly

Requirements:

• Communications and electronics engineering or related
• Knowledge of Monitoring and Help Desk platforms
• Knowledge of technical Support & Troubleshooting Processes
• Is desirable to know Network access devices
• Is required knowledge in TDM & Ethernet Technologies
• Radio/wireless Knowledge
• Fiber/Copper knowledge
• Layer 1, Layer 2 & Layer 3 experience (a must)
• Capacity to Provide support to final customers with high complexity
• Required the use of the following tools: MS Office, MS Project, MS CRM