Level 2 Support Analyst – NOC

Description

Job Summary: Operate data networks technically, performing diagnostics, fault isolation, and troubleshooting of routing protocols to ensure service continuity. Key Highlights: 1. Advanced technical operation of data networks and protocol troubleshooting. 2. Collaboration with provider and partner teams for corrective actions. 3. Opportunity to contribute to the evolution of automation and monitoring rules. **Open Positions:** Two **Job Mission:** Perform technical operation of data networks, including diagnostics, fault isolation, troubleshooting of routing protocols, and coordination of corrective actions to ensure continuity and stability of connectivity services. **Education:** Bachelor’s degree completed in: Computer Networks, Telecommunications Engineering, Computer Science, or related fields. **Professional Experience and Required Technical Knowledge:** * Proven experience in data network operations or support; * Advanced-level TCP/IP; * Knowledge of transport networks: SDH, PTN, DWDM, WSOM (Wavelength Switched Optical Network), and ROADM (Reconfigurable Optical Add\-Drop Multiplexer); * Solid technical knowledge of routing protocols: BGP Protocol: eBGP and iBGP, and troubleshooting concepts; OSPF Protocol: areas, adjacencies, and metrics; MPLS: LSP and LDP concepts. · Ability to interpret network topologies and diagrams; · Experience with metropolitan networks; · Familiarity with IP backbone; · Analysis of logs and operational states of network equipment. **Desirable:** * Experience in backbone networks or telecommunications carriers; * Knowledge of network automation (conceptual or practical); * Familiarity with scripting languages (e.g., Python); * Technical certifications (CCNA, CCNP, JNCIA, JNCIS or equivalents); * Ability to read technical documentation in English. **Responsibilities:** * Analyze incidents escalated from Level 1 (N1); * Perform technical diagnostics of failures in IP networks; * Conduct troubleshooting of routing protocols and network services; * Accurately isolate the failure domain (customer, metropolitan network, long-haul link, Point of Presence (PoP), or backbone); * Coordinate technical actions with provider, partner, and Point of Presence (PoP) teams; * Execute standardized operational procedures to restore services; * Provide technical support to N1 in resolving recurring incidents; * Document technical procedures to be performed by N1 and N2; * Assist in the technical training of the N1 team; * Participate in planned and emergency maintenance activities; * Document root causes, corrective actions, and lessons learned; * Collaborate with OSS and DevOps teams to enhance automation and correlation rules in monitoring; * Escalate complex or non-deterministic incidents to Level 3 (N3)\. * Availability to work extended shifts starting at 6 a.m. or ending at 10 p.m. to cover rotational schedules, including weekends.