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Open nowPosted 10 hours ago

Especialista de soporte a producción (Nivel 2)

Gupy (Portal de Vagas)80,213 open roles

Where
Cuidad de Panamá
Work mode
Hybrid
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Your applicationOpen nowEspecialista de soporte a producción (Nivel 2)Gupy (Portal de Vagas) · Cuidad de Panamá

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Gupy (Portal de Vagas)'s own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

8.2% of postings close within 7 days. Measured by our own scanner across the market. Gupy (Portal de Vagas) postings stay open a median of 3 days.

Share of postings closed within
  1. 1.8%1 day
  2. 3.8%3 days
  3. 8.2%7 days
  4. 15.2%14 days
  5. 34.2%30 days
This job: posted 10 hours ago

Gupy (Portal de Vagas) median: 3 days open

The posting

¡Sé parte de Stefanini!En Stefanini somos más de 30.000 genios, conectados desde 41 países, haciendo lo que les apasiona y co-creando un futuro mejor.Responsabilidades y atribucionesEl perfil de Especialista de Soporte a Producción (Nivel 1 y Nivel 2) en el sector de telecomunicaciones combina onocimientos de redes, plataformas virtuales y gestión de servicios. Los candidatos deben garantizar la continuidad conocimientos de redes, plataformas virtuales y gestion de servicios. Los candidalos deb de los servicios de telecomunicación me a rápida infraestructura critica.Stack Tecnológico RequeridoRedes y Conmutación: Conocimient rutadores, switches, firewalls y balanceadores de carga. Es dispensable el dominio del modelo TCP/IP y protocolos de enrutamientoSistemas Operativos y Virtualización: Administración de servidores Linux y Windows Server. Uso de hipervisores como VMware, Hyper-V y plataformas Cloud (AWS, Azure).Bases de Datos: Capacidad para ejecutar consultas SQL (MySQL, PostgreSQL, Oracle) para validación de datos y análisis de transacciones.Herramientas de Monitoreo y Tickets: Manejo de herramientas ITSM para la gestión de incidentes (Jira Service Management, ServiceNow) y plataformas de monitoreo de red (Zabbix, Nagios, SolarWinds).Competencias ClaveGestión de Incidentes (SLA): Capacidad para clasificar, priorizar y resolver tickets bajo estrictos acuerdos de nivel de servicio (SLA).Análisis de Causa Raiz (RCA): Habilidad para investigar el origen de fallas complejas y aplicar técnicas de troubleshooting avanzado antes de escalar a Nivel 3.Documentación: Creación y actualización de manuales operativos (runbooks y bases de conocimiento).Servicio al Cliente: Comunicación técnica y no técnica para gestionar las expectativas de los usuarios y coordinar con proveedores.Diferenciación por NivelesNivel 1 (Soporte Básico): Foco en la atención del primer contacto, resolución de problemas estandarizados mediante scripts o manuales, y escalamiento de incidentes complejos.Nivel 2 (Soporte Pleno /Avanzado): Diagnóstico Diagn profundo de fallas de software o infraestructura, configuración avanzada de equipos, gestión de bases de datos y análisis de logs.Requisitos y calificacionesCompetencias BlandasComunicación Asertiva y EfectivaTraducción Técnica: Capacidad de explicar problemas de infraestructura complejos en un lenguaje sencillo para gerentes o clientes afectados.Escucha Activa: Comprender Comprender con con precisión los sintomas del fallo reportado por el usuario o las alertas del sistema sin saltar a conclusiones apresuradas.Reportes Claros: Redacción precisa de bitácoras de incidentes y resúmenes de fallas (post-mortems) para los equipos de desarrollo o Nivel 3.Trabajo Bajo Presión y ResilienciaControl Emocional: Mantener la calma y el enfoque durante caídas criticas del servicio (pérdida de conectividad masiva, fallas de facturación).Toma de Decisiones Rápida: Evaluar riesgos en tiempo real para aplicar soluciones temporales (workarounds) que restablezcan el servicio de inmediato.Adaptabilidad: Tolerancia a la frustración cuando los diagnósticos iniciales fallan o cuando se trabaja en turnos rotativos (24/7).

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