NOC Engineer (LATAM)

In this role, you will be the responsible for the operational health of Syngenta’s network while getting hands on with technical issues. You will be the first line receiving operational and technical issues related to the network and will drive resolution through completion.  The scope of this will vary day to day and will you be expected to troubleshoot issues, will engage with service providers when their service is impacting ours, escalate issues to L2 when required, work with stakeholders or site contacts and other related network tasks. 

What will you do:

• Provide triage and analysis of network incidents
• Resolve basic network incidents and requests
• End-to-end incident management, bringing in additional skilled resources as required
• Implement standard procedures for proper escalation of unresolved issues to the appropriate 3rd parties
• Take ownership of issues reported and seeing problems through to resolution
• Provide timely updates to stakeholders or incident manager during incidents
• Leverage network management systems (NMS) to understand issues and pinpoint where the problem likely is and the impact it is causing
• Maintain Network Monitoring tool accuracy ensuring that devices are correctly monitored
• Liaise with local contacts and service providers as needed to resolve site connectivity, hardware, service issues; hold providers accountable to SLAs
• Proactively identify, engage, and act on situations where “things could be better”
• Collaborate with L2/L3 Operations & Engineering teams and 3rd party carriers
• Assist with on-going maintenance of inventory information and updates of our internal Knowledge Base systems
• Fulfillment of DHCP & Radius requests, new DHCP scope requests
• Ensure all issues are properly logged and updated accordingly
• Provide reports to the team, leadership and senior leadership as required

What do you need to have:

• BA/BS degree in Computer Science or related IT field or equivalent practical experience
• Demonstrated basic network troubleshooting skills such as pings, traceroutes, etc.
• Basic understanding of the TCP/IP protocol suite (protocols, ports etc)
• Ability to prioritize incidents, escalate to service owners or third-party providers, manage stakeholders, and minimize disruption on business or IT operations in a short time frame
• Excellent analytical and troubleshooting skills
• Basic understanding of ITIL and its principles such as event, incident, problem, and change management
• Organizational skills to manage multiple priorities at one time while meeting deadlines
• Experience working with customers remotely and over the phone to assist with network troubleshooting
• Advanced English, Portuguese and Spanish

Syngenta Group is a $23B, 48,000-person agricultural company operating in more than 100 countries and a leading agriculture company helping to improve global food security by enabling millions of farmers to make better use of available resources. Through world class science and innovative crop solutions, our people are working to transform how crops are grown. We are committed to rescuing land from degradation, enhancing biodiversity and revitalizing rural communities.