Mid-level Network Incident Analyst

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Provide decisive and direct customer support: Act as the technical first point of contact for ISP clients, diagnosing and resolving issues without requiring basic escalation.

• Keep clients updated on the status of significant incidents in a clear, professional, and empathetic manner.

• Network troubleshooting: Detect and address connectivity issues, latency problems, and packet loss within transport and IP transit environments.

• Routing configurations and modifications: Conduct maintenance and optimization of BGP and OSPF protocols, as well as configure VLANs, QinQ, and tunnels.

⛳️ Requirements

• Experience: Specialized technical support for service providers or operators (ISP/Telco).

• Routing protocols: Hands-on experience with configuring and troubleshooting BGP and OSPF sessions.

• Networks and infrastructure: Proficiency in IPv4 and IPv6 addressing, VLANs, and Layer 2 protocols.

• Transport environments: Understanding of MPLS and QinQ to manage data flow to the client.

• Interpersonal communication: Strong technical abilities complemented by empathy for effective customer interaction.

• Education: Bachelor’s degree or Technologist in Computer Networks, Telecommunications/Network Engineering, Computer Science, or related IT disciplines.

• Technical training: Completed technical coursework in Telecommunications, Electronics, or IT, with practical experience in the field.

• Industry certifications: Cisco (CCNA/CCNP), Huawei (HCIA/HCIP), MikroTik (MTCNA/MTCRE), or Juniper (JNCIA).

🏝️ Benefits

• RVI – Performance-based variable compensation

• Profit Sharing (PLR)

• Childcare assistance

• Life insurance

• Meal allowance / Food benefit

• Transportation voucher

• Mobility allowance

• Unimed health plan

• Dental plan

• Discounts at gyms (TotalPass)

• C4Life

• Discounted internet and mobile phone plans