Escalation Manager - Lima

Description

Position Summary: We are seeking a Remote Technical Support Specialist for FTTH telecommunications, who will provide analysis, incident resolution, and coordination to ensure service continuity. Key Highlights: 1. Specialized remote technical support for FTTH and incident resolution. 2. Technical problem diagnosis and validation on the access network. 3. Management and tracking of critical incidents until resolution. With over 14 years of experience in the telecommunications field, 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 telecommunications services over FTTH infrastructure. * Diagnosing technical problems 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 involved departments for cases requiring additional actions, including rescheduling when field activities cannot be completed. * Recording all actions taken and contributing to meeting Service Level Agreements (SLA), operational KPIs, and established quality standards. **What We Are Looking For:** * **Education:** University or technical studies in telecommunications, networking, electronics, or related fields. * **Experience:** Minimum 1 year in telecommunications operations (technical desk, 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 within the schedule of 7:00 AM to 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. * Genuine growth opportunities and career path development. * Access to corporate agreements offering exclusive discounts.