Global Network Operations Tier II Technician

About the role

The Global Network Operations Tier II Technician provides high‑quality operational support for critical network services during a night shift. Working remotely from Mexico, the role focuses on monitoring, triaging, escalating and resolving faults across a multi‑vendor telecommunications environment to ensure service reliability and SLA compliance.

Key responsibilities

• Monitor internal and external networks across a multi‑vendor environment.
• Perform initial triage, diagnose faults and proactively escalate issues.
• Prioritize faults to meet SLA targets and manage external contractor resources.
• Provide regular status updates to internal stakeholders and external customers.
• Isolate and repair faults on DWDM, SDH, dark fiber, IP and Ethernet circuits.
• Manage fault receipt, logging, dispatch and resolution to meet MTTR goals.
• Support shift lead, monitor key facilities and sites, and coordinate supplier access.
• Generate metrics and reports for senior operations stakeholders.

Required profile

• 2‑4 years proven NOC experience in the telecommunications industry.
• Experience working night shifts (12‑hour, 7 pm‑7 am US Central Time) with rotating schedule.
• Ability to work 24/7 patterns, including holidays.
• Strong analytical and problem‑solving mindset with confidence to challenge suppliers.
• Excellent written and verbal communication skills.

Required skills

• VLAN routing and MPLS.
• IP trace routes and Ethernet over transport.
• Layer 2 point‑to‑point network troubleshooting.
• Routing, switching and VLAN configuration.
• DWDM, SDH and fiber optics knowledge.
• Basic OTDR analysis and fiber repair techniques.
• Layer 2/3 ticket troubleshooting on DWDM, SDH and Ethernet networks.
• CRM systems (desirable).