Technical Support Agent L1

hace 6 días


San Pedro, Costa Rica CRG Solutions A tiempo completo

Descripción de puesto de trabajo:
**El Ingeniero Soporte Nível 1 (L1**_)_** **se encarga de revisar y resolver incidencias que presentan los clientes. Este experto desempeña un rol front-end y tiene experiência con servidores, redes y tecnologías de la información.**

Este profesional opera, monitorea y soluciona las incidencias de los sistemas de redes y provee soporte para resolver problemas relacionados con la red de infraestructura. Tendrá que reunir toda la información relativa a los problemas, determinar exactamente qué es lo que ocurre y definir cuál es la causa que lo produce.

El ingeniero de soporte L1 identifica errores o brechas en la instalación de una red, analiza los problemas y trabaja en la solución de estos. Además, apoya Network Operations Center (NOC) y para manejar las incidencias que se presenten con las redes y funcionando como punto de escalación para incidencias no resueltas. A su vez, se encarga de involucrar níveles superiores en caso de no encontrar solución para los problemas.

Funciones y responsabilidades:

- Gestionar las operaciones de TI y equipamiento de redes como routers, switches, firewalls y puntos de acceso
- Proveer soporte para resolver los problemas relacionados con la infraestructura de la red
- Funcionar como punto de escalación para incidentes no resueltos por el NOC
- Escalar incidentes a níveles superiores en caso de no encontrar solución dentro de los márgenes de los níveles de servicio
- Configurar, implementar y dar soporte a todos los componentes de redes
- Gestionar y administrar aplicaciones en diferentes momentos del ciclo de vida
- Gestionar proveedores de tecnología que implementan soluciones
- Gestionar, completar, verificar y restaurar respaldos
- Gestionar la disponibilidad y capacidad de la plataforma
- Gestionar requerimientos, problemas, incidencias y entornos de datos
- Escribir y mantener actualizada la documentación técnica del entorno de redes
- Cumplir con los Acuerdos de Nível de Servicio para la resolución y/o escalación de casos

Perfil de la persona: (Aspectos destacables)

Formación reglada:

- Bachillerato en Educación Diversificada
- Bachillerato en Ingeniería en sistemas o similar deseable

Formación No reglada / Complementaria:

- Módulos de Certificación CCNA Completos, Certificación en CCNA deseable.
- Conocimiento en herramientas de monitoreo como Solarwinds y Nagios
- Conocimientos avanzados en herramientas de ITSM como BMS, OTRS, Fresh Service entre otros
- Certificación de ITIL deseable
- Nível avanzado de inglés

Experiência:

- Experiência en el uso de herramientas de ITSM
- Capacidad de trabajo bajo presión
- Experiência en gestión de alertas en Network Operations Center
- Amplia experiência en Cisco IOS, gestión y monitoreo de redes
- Conocimientos de topología, cableado y clasificación de redes
- Nociones básicas de seguridad de la información y tecnologías de servidores Windows
- Comprensión de principios de computación en la nube

Otros:

- Disponibilidad para trabajar fines de semana



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