ADVANCED NOC SUPPORT TECHNICIAN

Description

Position Summary: Olin is seeking an Advanced Support Technician in Málaga or Chiclana for its NOC department, focused on diagnosing and resolving complex telecommunications and FTTH network incidents, interacting with customers and internal teams. Key Highlights: 1. Advanced-level diagnosis and resolution of technical incidents. 2. Technical support to Customer Service, Installations, and Operations. 3. Participation in the continuous improvement of support processes. Olin was founded with the ambition to consolidate, professionalize, and grow a group of local operators focused on proximity, service quality, and product simplicity. We aim to become a benchmark for providing high-speed connectivity access in both wholesale and retail markets, and we are currently experiencing strong growth and expansion across Spain. We are looking to hire an Advanced Support Technician in Málaga or Chiclana de la Frontera to strengthen our NOC department. The selected candidate will participate in diagnosing and resolving complex incidents related to telecommunications services, networks, and FTTH infrastructure, acting as a technical support point for the rest of the team. This role targets profiles with a solid technical background in networking and telecommunications, capable of investigating advanced-level incidents, directly engaging with end customers, and collaborating with the company’s various technical departments. **Main Responsibilities** * Diagnosis and resolution of advanced-level technical incidents. * Analysis of issues related to FTTH, GPON, and wholesale operator services. * Review and monitoring of alarms using monitoring tools. * Analysis of incidents involving BRAS, VLANs, and customer connectivity. * Verification of provisioning, configurations, and network parameters. * Escalation and follow-up of incidents with vendors and internal departments. * Direct customer support and management for resolving complex incidents. * Technical support to Customer Service, Installations, and Operations. * Interpretation of logs, events, and metrics to identify problems. * Preparation of technical documentation and updating of internal procedures. * Participation in the continuous improvement of support processes. **Essential Requirements** * Minimum 2 years’ experience in telecommunications technical support, NOC, or ISP environments. * Solid knowledge of TCP/IP networking. * Advanced knowledge of VLANs, routing, and switching. * Experience analyzing and managing incidents related to BRAS and access platforms. * Knowledge of networking and telecommunications protocols. * Ability to interpret alarms and events using Zabbix. * Familiarity with FTTH architectures and GPON technologies. * Experience analyzing ONTs, OLTs, and service provisioning. * Proficiency with incident management tools such as Jira or equivalents. * Experience working with SSH terminals and network diagnostic tools. * Conversational English level, with ability to conduct technical communications and understand specialized documentation. * Experience in direct end-customer management and incident resolution via telephone and written channels. * Analytical capability and problem-solving orientation. **Professional Competencies** * Technical investigation and troubleshooting ability. * Analytical thinking and attention to detail. * Ability to work in high-operational-load environments. * Communication and customer service skills. * Ability to explain technical concepts to non-technical users. * Organization and priority management. * Teamwork and interdepartmental collaboration. * Proactivity and autonomy in incident resolution. **Preferred Qualifications** * Cisco CCNA certification or equivalent. * Experience with GPON systems and OLT administration. * Experience with Zabbix monitoring tools. * Knowledge of VoIP (Asterisk, FreePBX or equivalents). * Experience in structured cabling installation and certification within data centers (CPD). * Experience in disaster recovery and contingency planning. * Specific training in cloud technologies. * Knowledge of Wireshark and network traffic analysis. * Experience with Krill (Phicus) and ISP management platforms. * Experience in telecommunications operators or Internet Service Providers (ISPs). * Knowledge of Power BI and Excel for technical data analysis. * Knowledge of UniFi environment administration and network equipment supervision. **Ideal Candidate Profile** We seek a technically driven individual with a strong interest in telecommunications and the ability to operate effectively in ISP environments. We especially value candidates with experience in network incident diagnosis, FTTH service analysis, and the ability to investigate complex connectivity, provisioning, and performance issues. Additionally, the candidate must feel comfortable interacting directly with end customers, delivering professional, solution-oriented, and service-quality-focused support. **What We Offer** * Full-time position. * Rotating shift schedule (including weekends and holidays). * Hybrid work model. * Opportunity to join a rapidly growing company. * Flexible compensation. At Olin, we are committed to creating an inclusive environment where all individuals feel valued and respected, ensuring equal treatment and opportunity throughout our recruitment processes. Our decisions are based solely on merit and suitability for the role, and we do not tolerate any form of discrimination. We encourage applications from all individuals, regardless of origin, circumstances, background, or personal condition.