**Job description: NOC Tier 1 Engineer** **General Description**: The NOC Tier 1 Engineer is responsible for resolving incidents escalated and providing constant updates to the customer. **Primary Job Functions**: Ø Detect alarms / events on customers’ monitoring tools or company monitoring tools. Ø Open incidents in incident ticketing systems and report them to the customers within SLAs. Ø Guarantee resolution to different Incidents escalated from NOC or from the customers. Ø Have knowledge and extensive experience in troubleshooting Routing, Switching, Firewall, Wireless, VPN, NAT, and policy. Ø Work with service providers, vendors, and customers to drive issues to resolution. Ø Investigate and complete reason for outage (RFO) reports on all network outages. Ø Any impact that requires additional configuration and has been ruled out must be escalated to Tier2 with clear information on the validations carried out. Ø During problem escalations, act as a liaison between customers and Tier 2 support. Ø Provide timely follow up to customers about incidents status, according to their priority. Ø Administer all network equipment, hardware, and software upgrades. Ø Perform switch, router, and firewall activations for new and existing customers. Ø Automate network monitoring to provide a proactive approach to mitigate network issues. Ø Ensure the correct updating of the "Client Information File" and topology documents for each customer. Ø Conduct constant reviews of vendor release notes for End-of-Life (EoL) and End-of-Service (EoS) device/firmware status and notify accordingly. Ø Execute the Patch Management process for all clients. Administer all network equipment, hardware, and software upgrades. Ø Implement Change Management (for minor and standard changes) for all clients. Ø Ensure that Monitoring tools are updated in accordance with the Inventory. Ø Review the validity of clients' SSL certificates and proactively notify when they are close to expiration. **Required Skills**: Ø Strong written and verbal English communication skills. English level =>B2+ Ø Networking and analytical skills, Ethernet, TCP/IP routing, Network packet analysis tools use. Ø Experience working as a Network Engineer, Network Support, or Escalation Engineer WAN (IP, Dualstack, IPv6, BGP, OSPF), SD-WAN, and Security features (NAT, VPN IPsec, SSL, Policy Ø Knowledge regarding different vendors (Cisco, Fortinet, Palo Alto, Aruba, etc ) Ø Strong analytical and problem-solving skills. Ø Teamwork skills **Education**: **Engineering degree** (**graduated) in**: Networking, Telecommunication, Telematic, Electrical, Electronic or related fields in the communication and technology industry. **Certification Required**: - **CCNA or any other certification related to networking.** **Certification Preferred**: - CCNP - Fortinet NSE 4 or higher - Any other vendor security certification **Work Details**: - Work on Site, Medellin - Antioquia - Shift Rotation 24x7 364 days and should participate On Call Rotation if necessary. - Career Opportunities **Job Types**: Full-time, Contract Contract length: 24 months