Managed Services Center Engineer

hace 6 meses


Santa Ana, Costa Rica Nitel A tiempo completo

**work hours**:Monday - Friday, 9am - 6pm CT

**the position**

We pride ourselves on our amazing team, the driving force behind our growth and our awesome brand. As a member of the Managed Services Center (MSC) team, you will provide support for our customers complex networks. This support will include active monitoring of the customers networks, proactive response to events, evaluating network performance and making recommendations for improvements, and providing SME level support of these networks.

**what you’ll do**
- Monitor various NMS for faults and alerts, as well as enhancement/refinement of NMS to provide more insight into production.
- Monitor and maintain complex customer networks including SD-WAN and managed Firewall
- Document all network-related activities in ticketing system.
- Provide a single point of interface to internal and external clients on issues pertaining to our SD-WAN, MPLS, Internet, Security, VoIP, and other Managed Services.
- Perform other duties as assigned to support the continued success of self, team, department, and company.
- May provide technical supervision to lower-level engineers and technicians.
- Develop network performance baselines to assist in forecasting network utilization trends.
- Work together with Sales Engineers to implement and improve customers networks.
- Prepare and present business review reports.

**what you’ll bring to succeed**
- Ability serving as a team lead & escalation point for all technical issues encountered within the Network Operations Center
- Ability to provide Tier4 support in a multi-tiered support role
- Ability to work closely with others in a team environment & high-volume customer-facing role
- Ability to work 1st (8a - 5p) or 2nd shift (3p - 12a) work hours, especially weekends, and participate in a rotating on-call schedule
- Demonstrated leadership ability to coach, mentor, train, and provide constructive feedback to both new and existing MSC team members
- Experience with systems, specifically open-source server operating systems, scripting languages and network monitoring systems
- Hands -on experience with SD-WAN architecture (configuring, installing, troubleshooting)
- Strong experience configuring, installing troubleshooting enterprise-grade firewalls, routers, WAPs; including a core competency in dynamic routing protocols (BGP, OSPF, EIGRP), along with security event management, DDOS mitigation, and HA systems
- Experience troubleshooting VOIP protocols, SIP call flows, and other voice-related technologies
- Experience with Carrier Ethernet Testing & Troubleshooting [including RFC 2544 or related testing]
- Ability to identify and troubleshoot underlying root causes for key performance thresholds for latency, packet loss, and jitter
- In depth experience with T1, T3, OCn, Sonet, Ethernet, and Fiber delivery & troubleshooting
- Experience identifying & troubleshooting fiber low/high (Tx/Rx) light level issues via device CLI or GUI
- Develops documentation and other intellectual property to drive innovation and focus the Network Operations Center on operating more efficiently
- Ability to collaborate and work cross functionally with Executives, Sales, and Product Development to support strategic sales opportunities
- Develop documentation and other intellectual property to drive innovation and focus the Network Operations Center on operating more efficiently
- Cloud platform experience on Azure, AWS, and/or GCP - Google Cloud Platform is a plus.
- Current Cisco CCNP, Juniper JNCIP track, CISSP certification, or equivalent a plus
- Current SD-WAN platform certifications including VeloCloud, Versa, Viptela, Cato, Fortinet

**what success looks like**
- Quality Control: You will ensure that customers receive the exact product/service (equipment, bandwidth, throughput, etc.) ordered.
- Integrate yourself into the customers network support organization to act as a partner.
- Partner with internal Nitel organizations to continually improve the customers networks.

**what we value**
- Put Customers First
- Think as an Owner
- Win as a Team
- Act with Integrity
- Be Better Every Day



  • Santa Cruz, Costa Rica Thermo Fisher Scientific A tiempo completo

    Job Title: IT Operations Center Cloud EngineerAbout Us:Thermo Fisher Scientific is a global leader in serving science, with innovative solutions and technologies that make a real difference to our customers' lives. We are passionate about making significant contributions to the world by supporting scientific research, patient care, and industrial...


  • Santa Ana, Costa Rica Convera A tiempo completo

    As a Client Services Investigator (Evening shift) with Convera based in our Santa Ana office, you will be responsible for facilitating the effective identification and resolution of customer and banking partner inquiries related to payment transactions. The role is responsible for building and maintaining relationships with key internal and external...


  • Santa Cruz, Costa Rica Thermo Fisher Scientific A tiempo completo

    OverviewThermo Fisher Scientific is a leading company in the scientific community, empowering our customers to make the world healthier, cleaner and safer. We're seeking an experienced Genesys Cloud Contact Center Developer to join our team.Job DescriptionWe're looking for a skilled developer with 5+ years of experience supporting Genesys Engage components...


  • Santa Ana, Costa Rica Infotree Global Solution A tiempo completo

    **Main Responsibilities** - Proactively recognize customer needs and make recommendations - Listen and respond to customers’ needs and concerns - Provide information about our products and services - Be resilient and have a positive approach towards change - Schedule flexibility - Have a continuous improvement mindset - Have a positive attitude -...


  • Santa Cruz, Costa Rica Thermo Fisher Scientific A tiempo completo

    **Key Responsibilities**A Senior Systems Engineer for the Global Messaging Services team at Thermo Fisher Scientific enables seamless Microsoft Exchange and Microsoft Teams operations in a large enterprise hybrid environment. Key duties include:Administering MS Exchange objects, ensuring secure and efficient mail flow.Troubleshooting complex mail routing...


  • Santa Ana, Costa Rica Convera A tiempo completo

    **Duty/Responsibility** **Percentage of Time** **Team Leadership** - Lead team huddles to support the review of workload and service priorities, encouraging individuals to actively contribute their ideas. - Build capability within the team through targeted recruitment, effective onboarding, identification of opportunities to build on existing skills and...


  • Santa Ana, Costa Rica Hewlett Packard A tiempo completo

    **Job Summary** - This role is responsible for creating and executing account business plans and customer success plans while handling monitoring and analyzing deal’s P&L performance to ensure overall success. The role supports the end-to-end execution of deals including proposal, negotiation, delivery, contract renewal etc. **Responsibilities** - Creates...


  • Santa Cruz, Costa Rica Thermo Fisher Scientific A tiempo completo

    About the RoleAt Thermo Fisher Scientific, we are seeking a highly skilled Global Messaging Systems Engineer to join our team. As a key member of our IT department, you will be responsible for managing Microsoft Exchange systems, including Exchange Online and on-premise environments.The ideal candidate will have a minimum of 5 years of experience...

  • Systems Engineer

    hace 1 semana


    Santa Cruz, Costa Rica Thermo Fisher Scientific A tiempo completo

    Thermo Fisher Scientific is seeking a highly skilled Systems Engineer to manage and maintain our Microsoft Exchange and Teams environments. As a key member of our Global Messaging Services team, you will be responsible for administering MS Exchange objects, troubleshooting mail flow issues, and performing on-premise Exchange server maintenance and...


  • Santa Cruz, Costa Rica Transunion A tiempo completo

    At TransUnion, we're seeking a highly skilled Bilingual Voice/Chat Representative to join our team in a remote position. As a key member of our Consumer Operations Support department, you will be responsible for providing exceptional customer service to our consumers via phone and chat.**Job Summary:**We are looking for a talented individual who can...


  • Santa Ana, Costa Rica Western Union A tiempo completo

    **Global Supervisor Digital Operations**: - Santa Ana, Costa Rica** Do you have what it takes to help us realize our vision of becoming the world’s most accessible financial services company? Are you ready to offer up your skills to a worldwide company committed to making financial services accessible to people everywhere? It’s time to join Western...

  • Category Strategist

    hace 1 mes


    Santa Cruz, Costa Rica Thermo Fisher Scientific A tiempo completo

    Key Responsibilities:Create, implement, and manage multi-year category sourcing strategies for various categories within corporate services, with a focus on HR Services.Lead cross-functional strategic sourcing teams that include representation from the internal customer, finance, legal, and the end user community.Analyze spend data and identify opportunities...


  • Santa Ana, Costa Rica Western Union A tiempo completo

    **Senior Information Security Analyst **- Santa Ana, Costa Rica** Are you a Cyber defense expert with a focus on enhancing security? Can you solve complex problems creatively while adhering to the most advanced industry standards? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated,...

  • Category Strategist

    hace 1 mes


    Santa Cruz, Costa Rica Thermo Fisher Scientific A tiempo completo

    h2 {color: #00698f;}h3 {color: #00698f;}h4 {color: #00698f;} Category Leader for Human Resource Services Job Overview:Thermo Fisher Scientific is seeking a highly skilled Category Leader for Human Resource Services to join our Professional Services Sourcing Team within Global Sourcing.Job Summary:The Category Leader will develop and execute global category...

  • Payroll Specialist

    hace 6 meses


    Santa Ana, Costa Rica CWT A tiempo completo

    Payroll Specialist - (230000NP) **CWT** is one of the world's leading digital travel management companies and as a Business-to-Business-for-Employees (B2B4E) travel management platform, companies and governments rely on us to keep their people connected - anywhere, anytime, anyhow - and across six continents, we provide their employees with innovative...


  • Santa Ana, Costa Rica Western Union A tiempo completo

    Associate Collector – Santa Ana, Costa Rica Are you passionate about helping others and providing a world-class customer experience? How about offering up your skills in a global business that is committed to moving money for better? Join Western Union as a Associate Collector. Western Union powers your pursuit. Role Responsibilities We’ll be...


  • Santa Ana, Costa Rica Ingram Micro A tiempo completo

    It's fun to work in a company where people truly BELIEVE in what they're doing! **Job Description**: Ingram Micro touches 80% of the technology you use every day with our focus on Technology Solutions, Cloud, and Commerce and Lifecycle Solutions. With $50 billion in revenue, we have become the world’s largest technology distributor with operations in 64...

  • Director, Training

    hace 2 meses


    Santa Ana, Costa Rica Western Union A tiempo completo

    Director, Training - Strategy and Execution – Santa Ana, Costa Rica   Are you an experienced leader seeking to lead a strategic vision for our training programs and to empower people? Do your talents lie in developing and motivating a team to succeed? Then, it’s time to join Western Union as a Director, Training - Strategy and Execution.  Western...

  • Cloud Security Engineer

    hace 2 semanas


    Santa Cruz, Costa Rica Thermo Fisher Scientific A tiempo completo

    We are seeking a highly skilled Cloud Security Engineer to join our team at Thermo Fisher Scientific.As a Cloud Security Engineer, you will play a critical role in ensuring the security and compliance of our global network environment. This includes identifying critical areas for improvement in technology used, ensuring data security efficiency, and...


  • Santa Cruz, Costa Rica Thermo Fisher Scientific A tiempo completo

    About the JobThermo Fisher Scientific is seeking a skilled Azure Security Engineer to join our team. As a key member of our security team, you will be responsible for designing, implementing, and managing secure solutions in the Azure cloud environment.Key ResponsibilitiesIdentify critical areas for improvement in technology usedMonitor and analyze security...