Escalation Manager - Lima

Description

Job Summary: We are seeking a remote technical support specialist to resolve FTTH telecommunications incidents and coordinate solutions with field teams. Key Highlights: 1. Remote FTTH technical support and fault resolution. 2. Diagnosis and resolution of access network issues. 3. Opportunities for growth and training. With over 14 years of experience in the telecommunications industry, our presence spans **Chile, Peru, and Colombia**, backed by extensive expertise in **installations and engineering**. We have established ourselves as a leading company in this sector, delivering comprehensive solutions to our clients. **Your main responsibilities will include:** * Providing remote technical support to Technical Specialists (TS) during installation execution and fault resolution, performing analysis and resolution of incidents related to FTTH infrastructure-based telecommunications services. * Diagnosing technical issues associated with the access network, validating resources, connectivity, equipment, and parameters required to ensure service continuity. * Performing validations on operational platforms to identify failure causes, assign alternative solutions, and provide technical guidance to field personnel. * Managing and tracking incidents, escalating critical cases and operational requests until resolution, ensuring traceability of all interventions. * Coordinating with Technical Specialists and relevant departments for cases requiring additional actions, including rescheduling when field activities cannot be completed. * Documenting all actions taken and contributing to meeting established Service Level Agreements (SLA), operational KPIs, and quality standards. **What We Are Looking For:** * **Education:** University or technical studies in telecommunications/networks/electronics or related fields. * **Experience:** Minimum 1 year in telecommunications operations (helpdesk, NOC, support, dispatch, field service) or equivalent experience. * Basic FTTH concepts (ONT, NAP, ports, optical power, OLT) at an operational level. * Proficiency in ticketing systems and structured record-keeping. * **Availability for on-site work** (Lima\-Surquillo) with rotating shifts between 7:00 AM and 8:30 PM (48 hrs/week), Monday through Sunday. **What We Value:** * Commitment to work quality. * Teamwork. * Flexibility and adaptability. * Results orientation. * Innovation and creativity. **What We Offer:** * Formal employment with all statutory benefits (bonuses, CTS, vacation, ESSALUD, and Life Insurance Law). * Certified training programs to enhance your skills. * Real opportunities for career growth and advancement. * Access to corporate agreements offering exclusive discounts. * Punctuality bonus. * Productivity bonus. * Mobility bonus.