At CRG, we are seeking a Networking and Office Systems Engineer responsible for administering and tracking requirements or incidents detected in monitoring tools or reported by clients regarding Information Technologies and security, under the standard ITIL service model for active and production services. Support and manage incidents and requests related to networking technologies, computing equipment, and security systems under management. **Responsibilities:** * Receive failure reports and/or client requests (local and regional) via telephone and/or email. * Log information from received calls and/or emails into trouble-ticketing systems. * Investigate, diagnose, and resolve failures occurring across various client services. * Maintain ongoing communication with clients to update them on solution progress. * Verify and monitor compliance with clients’ Agreed Service Levels (ANS). Manage client requests. * Escalate to and/or contact vendors when unable to resolve incidents within established timeframes. * Timely escalate to and/or contact second/third-level engineers when unable to resolve incidents within established timeframes—or contact vendors as needed—to meet service ANS requirements. * Prepare reports and/or summaries regarding reported incidents and, in general, duties inherent to the position (e.g., monthly availability, specific failures and requests). * Monitor management platforms; report events in the ticketing system, and proactively notify clients if necessary. * Review and ensure customer databases remain up-to-date with relevant information (technical solutions, ANS, contacts, etc.). * Perform all other duties inherent to the role as assigned by the immediate supervisor. * Provide shift coverage as part of the permanent or situational 7x24 rotation, particularly within CSC operations. * Review documentation and services delivered to clients to anticipate potential failures. * Contact clients to verify adherence to the Customer Service Center welcome protocol and assess service quality. * Develop process and procedure manuals to establish best practices. **Requirements:** * Degree in Systems Engineering, Telecommunications, Electronics, or related fields. * 1+ years of experience performing support functions. * Basic knowledge in one or more of the following technology domains: Networking, computing equipment, and Security. * Preferred: Knowledge and experience with WAN, LAN, and WLAN networks, preferably using Cisco or Juniper equipment, security appliances, and server virtual infrastructure. * Preferred: Training and/or certifications such as Fortinet NSE4 or Check Point, Cisco CCNA Security, or equivalent. * Availability to work rotating 7x24 shifts.