About the Role

Our client, a leading force in the telecommunications sector, is seeking a highly competent Ingeniero de Soporte Técnico Avanzado to join their customer support division in León, Guanajuato . This role is pivotal in providing expert-level technical assistance for complex telecommunication systems and services to business clients. You will be the primary point of contact for resolving challenging technical issues, ensuring client satisfaction and minimal disruption to their operations. The ideal candidate possesses a deep technical understanding of network infrastructure, telecommunications protocols, and troubleshooting methodologies, coupled with exceptional customer service skills. This position requires a proactive and analytical mindset to diagnose and solve intricate problems effectively.

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Key Responsibilities

- Provide advanced technical support for a range of telecommunication products and services.
- Diagnose and resolve complex hardware, software, and network issues reported by clients.
- Serve as an escalation point for challenging technical problems encountered by Tier 1 and Tier 2 support teams.
- Collaborate with engineering and product development teams to identify root causes of recurring issues and propose solutions.
- Document troubleshooting steps, resolutions, and technical knowledge base articles.
- Conduct remote diagnostics and, when necessary, schedule and perform on-site interventions.
- Maintain high levels of customer satisfaction through effective communication and timely issue resolution.




- Stay up-to-date with the latest technologies and product updates relevant to the telecommunications field.
- Assist in the training and mentoring of junior technical support staff.

Requirements
- Associate's or Bachelor's degree in Telecommunications, Computer Science, Electrical Engineering, or a related field.
- Minimum of 4 years of experience in technical support, preferably within the telecommunications industry.
- Strong understanding of networking concepts (TCP/IP, DNS, DHCP), routing, switching, and various transmission technologies.
- Experience troubleshooting complex issues with telecommunication equipment (e.g., routers, switches, PBX systems, VoIP).
- Proficiency in using diagnostic tools and remote access technologies.
- Excellent analytical and problem-solving skills, with meticulous attention to detail.
- Superior communication and interpersonal skills, with the ability to explain technical issues clearly to non-technical users.
- Ability to work effectively under pressure and manage multiple concurrent issues.
- Experience with ticketing systems (e.g., Jira, ServiceNow) is preferred.

Benefits

Our client offers a competitive salary, comprehensive health and dental insurance, and opportunities for professional growth and specialized training. This role requires a dedicated presence at our León, Guanajuato facility, allowing for direct engagement with advanced infrastructure and collaborative teamwork. We provide performance-based bonuses, continuous learning initiatives, and a supportive work environment focused on technical excellence and customer success. xghoner Join a team committed to providing unparalleled support in the dynamic world of telecommunications.

📌 Ingeniero de Soporte Técnico Avanzado (León)
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