NOC Support Technician

POSITION OVERVIEWMCI is one of the fastest-growing tech-enabled business services companies in the USA, with operations across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) solutions across a wide range of industries.At MCI, we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.We are seeking an experienced NOC Support Technician to join our Network Operations team supporting our LATAM operations. This is a fully remote position, and we are specifically seeking candidates based in Argentina, Chile, Colombia, Mexico, or other LATAM countries.The position will provide technical support across network operations, telecommunications, billing and routing activities, with a strong focus on troubleshooting, trouble-ticket resolution and Call Detail Record (CDR) analysis.The successful candidate will assist with monitoring and resolving telecommunications-related issues, investigating billing disputes and analysing CDRs to identify discrepancies, routing issues and operational trends. The ideal candidate will have hands-on telecommunications experience, strong analytical and troubleshooting skills, and the ability to work effectively in a fast-paced operational environment.WHAT YOU’LL BE DOINGSupport the Network Operations team with daily network support and operational activities.Monitor, investigate and resolve network-related issues and trouble tickets.Answer, troubleshoot and clear trouble tickets in a timely manner.Investigate and assist with resolving billing disputes.Pull, review and analyse Call Detail Records (CDRs) to identify discrepancies, routing issues and operational trends.Utilise billing and routing platforms to investigate and resolve technical and billing-related issues.Collaborate with internal teams to escalate and resolve complex technical and operational issues.Maintain accurate documentation of troubleshooting activities, investigations and resolutions.Identify recurring issues and provide information to support process and operational improvements.Assist with additional Network Operations duties as required.WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?All positive and driven applicants are encouraged to apply. The ideal candidate will have:Must be based in Argentina, Chile, Colombia, Mexico, Romania, or another approved LATAM/Eastern European location.2+ years of experience in the telecommunications industry.Experience working with billing and routing platforms.Practical experience with Call Detail Record (CDR) analysis.Strong troubleshooting and analytical skills.Excellent attention to detail and accuracy.The ability to investigate issues, identify root causes and determine appropriate resolutions.Strong organisational skills with the ability to manage multiple tickets and priorities effectively.Strong written and verbal communication skills.The ability to work independently as well as collaboratively within a team.A solutions-focused approach with a strong commitment to operational accuracy and service delivery.A suitable work-from-home setup, including a reliable and secure Wi-Fi/internet connection and a quiet, professional workspace.PREFERRED QUALIFICATIONSExperience working with Linxa is preferred but not required.Experience supporting telecommunications, voice, routing or billing operations is advantageous.If you are an experienced telecommunications professional who enjoys troubleshooting, analysing operational data and finding practical solutions to complex issues, we encourage you to apply and become part of the MCI team.CONDITIONS OF EMPLOYMENTAll MCI LocationsMust be authorized to work in the country where the job is based.Subject to the program and location of the positionMust be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)PHYSICAL REQUIREMENTSThis job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.REASONABLE ACCOMMODATIONConsistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.DIVERSITY AND EQUALITYAt MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.