Level 1 Digital Support Engineer (B2B)

About the role

Tigo Honduras is looking for a Level 1 digital support engineer to guarantee the continuity and quality of its B2B digital services. The role covers monitoring, handling and resolving events, incidents and service requests, acting as first-line technical support while ensuring SLAs are met and corporate clients receive timely attention.

Key responsibilities

• Provide first-level technical support for B2B digital services, handling events, incidents and service requests promptly.
• Monitor availability, performance and operational continuity of digital solutions managed for corporate clients.
• Perform initial technical diagnostics, implement first-level resolutions and escalate cases to specialized teams when needed.
• Manage the ticket lifecycle, document correctly and follow up until closure, meeting SLAs.
• Support the operation of B2B digital platforms according to established procedures and standards.
• Contribute to continuous improvement through knowledge management, optimization opportunities and problem management.
• Comply with information security, business continuity and quality policies.

Required profile

• Degree in Systems Engineering, Telecommunications, Electrical Engineering or a related field.
• At least 2 years of experience in technical support and corporate client service.
• Experience in a Service Desk, NOC or IT service management.
• Experience managing incidents, service requests and technical escalations.

Required skills

• ITIL, ITSM and ITOM knowledge.
• Enterprise networks (TCP/IP, DNS, DHCP, routing and switching, MPLS, SD-LAN, SD-WAN).
• Firewall administration and Microsoft 365 collaboration services.
• Cloud platforms (Azure and AWS) and virtualization infrastructure (VMware, Hyper-V, Windows Server, Linux Server, Active Directory).
• Service monitoring and observability tools.