Monitor networks, servers, IT services and security alerts
Monitor dashboards and alerts
Open, log and track technical tickets
Resolve incidents for the reported services
Update technical documentation and operational records
Prepare reports of events and incidents
Support scheduled changes to the infrastructure
Track indicators according to service level and type
Communicate incident status to clients and users, whether related to networks, services or security
Support infrastructure asset management
Verify backups and maintenance routines
Perform tests and diagnose connectivity scenarios

Experience in a NOC or Level 1 (N1) or Level 2 (N2) Technical Support role at an ISP, carrier, or systems integrator
Knowledge of TCP/IP and Ethernet
Familiarity with optical network infrastructure (backbone, FTTH or transport)
Experience with CLI access (Cisco, Huawei, Juniper, Ciena, Nokia, MikroTik or similar)
Ability to analyze issues in optical networks and perform physical-layer troubleshooting
Good communication skills for remote customer support and technical incident logging
Availability to work night shifts in a 24x7 rotation
Education: Technician in network administration or related field

Technical Support Assistant

Key skills