Customer Support Technician

Job Description

Position Summary:

The Senior Technician is responsible for leading and executing technical and operational activities of medium and high complexity, ensuring the operational continuity of services offered to internal and external clients. This role acts as a technical reference point within the team, providing specialized support, managing technical documentation, and ensuring compliance with quality, safety, and operational efficiency standards.

This profile is expected to combine practical experience with analytical capacity, proactivity in incident resolution, and proposals for continuous improvement. Additionally, the ability to collaborate in maintenance planning, process implementation, and coordination with other technical or administrative areas will be valued.

Main Functions and Responsibilities:

• Lead medium and high complexity technical tasks, following established procedures and proposing improvements when necessary.
• Provide specialized second-level technical support to internal users or external clients.
• Analyze, resolve, and document technical incidents, identifying patterns or root causes.
• Coordinate and supervise preventive and corrective maintenance in the field and remotely.
• Manage technical and administrative documentation associated with projects, maintenance, and support.
• Collaborate with the team in the installation, configuration, verification, and testing of network equipment and systems.
• Ensure compliance with quality standards, operational safety, and internal policies.
• Control and verify the information contained in technical reports, ensuring their closure without pending items.
• Lead or participate in the preparation of technical reports, executive presentations, and follow-up reports.
• Manage relationships with suppliers to ensure deliveries, payments, and budget control.
• Propose and execute improvements in operational procedures, workflows, and documentation.
• Support technical training for new or less experienced personnel.

Job Requirements

Position Requirements:

• Technical or professional degree in telecommunications, electronics, network maintenance, IT, or another related field.
• Minimum 4-5 years of proven experience in technical support, network management, or network maintenance.
• Solid knowledge in telecommunications networks, radio links (microwave, millimeter wave), routers, and servers.
• Ability to work autonomously, make technical decisions, and lead operational projects.
• Excellent communication skills, both oral and written.
• High capacity for organization, task prioritization, and working under pressure.
• Advanced proficiency in Microsoft Office and collaborative tools.

Valued Skills:

• Experience in technical and administrative management systems such as SalesForce, Oracle, DEM, SGP, among others.
• Knowledge of quality standards, safety, and ITIL best practices.
• Intermediate or advanced level of technical English.
• Results-oriented, continuous improvement, and operational excellence.
• Ability to generate clear and precise technical documentation.
• Experience in customer service, conflict resolution, and support in critical environments.