SONDA is the largest IT service provider in Latin America, leader in systems integration, support and IT outsourcing. With almost 50 years of experience and in constant growth around the World, and growing so far in in US, as well.
https://www.sonda.com/en/homeWe are looking for aNetwork Operations Analystto join our client’s Early Shift team, providing first-line monitoring and coordination of network incidents across multiple retail locations. This professional will act as the main communication point between the client and the Managed Service Provider (MSP), ensuring timely updates, incident tracking, and clear communication with internal stakeholders.Location:Nearshore (LATAM)
Work Schedule:Monday to Friday, from5:00 AM to 12:00 PM ET
Model:RemoteKey Responsibilities
Monitor network events and incidents, escalating as needed (L1/L2 NOC equivalent).
Coordinate with the Managed Service Provider for updates and resolution progress.
Communicate incident status, impact, and resolution details to the Early Shift team.
Track, document, and report network incidents following established SLAs and procedures.
Support escalation and root cause analysis processes when required.
Maintain up-to-date records of communication, incident logs, and service documentation.Requirements
Experience inNetwork Operations ,NOC, or related technical support roles.
Basic understanding ofnetwork infrastructure(LAN/WAN, routers, switches, connectivity).
Familiarity withincident managementandticketing systems .
Strong English communication skills, both written and verbal.
Excellent organizational and coordination abilities.
Availability to work from5:00 AM to 12:00 PM ET(early shift).Preferred Qualifications
Experience inretail network environmentsor withManaged Service Providers (MSPs) .
Exposure tonetwork monitoring tools(e.g., SolarWinds, Zabbix, Nagios, PRTG).
Basic certifications such asCompTIA Network+orCCNAare a plus.