*At CRG Colombia we are looking for a Networking and SOC Engineer responsible for managing and following up on requirements or incidents detected in monitoring tools or reported by the client in Information Technologies and security under the standard ITIL model, for active and production services.* *Support and manage incidents and requests related to technologies associated with managed Networking and security products* ***Requirements:*** * *Professional in Systems Engineering, Telecommunications, Electronics and/or related fields.* * *2+ years of experience performing support roles. (mandatory)* * *Basic knowledge in one or more technology verticals (Networking and Security).* * *Mandatory knowledge and experience in WAN, LAN, WLAN networks with preferably Cisco and Juniper equipment, security devices, and virtual server infrastructure.* * *Desirable courses and/or certifications in Fortinet NSE4 or Checkpoint, Cisco CCNA Security or equivalent.* * **Availability to work shifts** ***7X24, 4 days morning shift, 4 days afternoon shift, 4 days night shift, 4 days off*** ***Responsibilities:*** * *Receive failure reports and/or customer requests (local and regional) via phone and/or email.* * *Register information about received calls and/or emails in trouble-ticket systems.* * *Investigate, diagnose, and correct faults occurring in different customer services.* * *Maintain continuous communication with customers informing them about resolution progress.* * *Verify and control compliance with customer SLAs. Manage customer requests.* * *Escalate and/or contact suppliers when unable to resolve incidents within established timeframes.* * *Timely escalation and/or call second/third-level engineers when unable to resolve incidents within established timeframes, or contact suppliers as needed, in order to meet service SLAs.* * *Generate reports and/or summaries regarding reported incidents and generally on duties inherent to the position (monthly availability, specific failures and requests).* * *Monitor management platforms and, in case of events, report in the ticketing system, and proactively notify the customer if necessary. Review and ensure customer databases are updated with customer information (technical solutions, SLAs, contacts, etc.).* * *Perform all other job-related functions assigned by the immediate supervisor.* * *Provide shift coverage in the 7x24 rotation as permanently required and/or during operational emergencies arising in CSC operations.* * *Review customer documentation and service offerings to anticipate potential failures.* * *Contact customers to verify the Customer Service Center welcome format and service evaluation.* * *Develop process and procedure manuals to establish best practices.*