Bilingual NOC Operator Level 2

Description

Job Summary: Provide Level 1 technical support and proactive monitoring of services and infrastructure, ensuring operational continuity and SLA compliance, with bilingual proficiency in Spanish/Portuguese. Key Highlights: 1. Technical support and proactive monitoring to ensure operational continuity. 2. Bilingual proficiency (Spanish/Portuguese) for customer support. 3. Resolution of Level 1 incidents and communication management. **Job Description** Provide hands-on Level 1 technical support and proactive monitoring of customers' technological services and infrastructure, ensuring operational continuity and adherence to service level agreements (SLAs). The role requires bilingual proficiency (Spanish/Portuguese) to support customers and support teams across various countries in the region. 1\. Key Responsibilities * Monitor technological infrastructure using observability and management tools. * Receive, log, and categorize alerts or tickets in the ITSM tool. * Perform diagnosis and resolution of Level 1 incidents following established technical procedures. * Escalate incidents to Level 2 or specialist teams as appropriate. * Manage communications with Spanish- and Portuguese-speaking users and customers, maintaining traceability and response quality. * Document actions taken and update monitoring records and operational inventories. * Support preparation of operational reports, SLA compliance metrics, and process improvements. **Skills \& Languages** Portuguese Language expert expert**Qualifications** Education Technical or university degree in Telecommunications, Computer Science, Networking, or related fields. Experience Minimum 1 year of experience in monitoring or Level 1 technical support roles (NOC, Service Desk, Help Desk). * Experience in 7x24 support environments is desirable. * Technical Knowledge * Network, server, or service monitoring. * Foundational knowledge of TCP/IP, DNS, DHCP, and VPN networking protocols. * Operating systems (Windows / Linux). * Familiarity with ITSM tools. * Knowledge of virtualization (VMware, Hyper\-V) and cloud platforms (Azure, AWS) — desirable. * ITIL v4 Foundation or equivalent certification — desirable.