Analista Técnico Helpdesk Fibra Óptica

About the role

The Technical Helpdesk Analyst for Fiber Optic will support field technicians, monitor installations, and ensure preventive and corrective actions for last‑mile fiber networks, following the company’s quality standards and operational procedures.

Key responsibilities

• Analyze technical tickets from the Service Desk, validating client data for GPON or dedicated fiber technologies.
• Configure logical services on network platforms (Internet, VPN, static routes, MPLS, transport, etc.) according to each scenario.
• Coordinate with internal teams (NOC, NEC, Factory, Rollout, TX, External Plant) to resolve cases efficiently.
• Escalate and manage special cases (misused fibers, wrong configurations, operational deviations) and create action plans to prevent recurrence.
• Provide remote guidance to field technicians during installations, moves, or technical complaints.
• Report and escalate mass incidents affecting customers or zones, ensuring timely hand‑over to technical crews.
• Manage service activations, deactivations, and modifications using the iMaster NCE platform.
• Maintain clear communication with internal clients and partners to coordinate tasks and resolve incidents.

Required profile

• Minimum 3 years of experience in similar technical support or field‑tech coordination roles.
• University student in the final years of Electronic Engineering, Computer Science, Telecommunications or related fields.
• Intermediate level of English.

Required skills

• Customer service orientation.
• Data‑network knowledge (CCNA preferred).
• Fundamentals of fiber optics and GPON/dedicated fiber technologies.
• Basic IP, VPN, MPLS, and dedicated link concepts.
• Experience with FTTH, HFC and DTH network services.
• Proficiency with Office suite and ticketing systems.
• Familiarity with iMaster NCE, Putty and Service Desk platforms.
• Operational knowledge of ONT/ONU/MDU, media converters, transceivers, switches, and equipment from vendors such as Tellabs, LSW, NOKIA, ATN, iPaso.