Specialist - Telecommunications

Telecommunication Specialist

We are seeking a Telecommunication Specialist to join our team at Marsh. This role will be based in Mexico City. This is a hybrid role that has a requirement of working at least three days a week in the office. As a Telecommunication Specialist, you will design, delivery, and support the company’s telecom infrastructure and related software. The function ensures uninterrupted, high-quality voice, conferencing, messaging, and mobile services by monitoring performance, resolving incidents, and supporting end users and business operations. The Telecommunications Specialist is an established, independent individual contributor whose work directly impacts service availability, user experience, and team outcomes.

We will count on you to:

• Provide day-to-day operational support for IP telephony (IPT), Unified Messaging, conferencing platforms, and associated telecom services, acting as the local point of contact for incidents and requests.
• Troubleshoot and resolve telecom issues including circuits, call routing, PBX/IPT configurations, SIP trunks, and user-level telephony problems; triage and manage tickets through to completion or escalation.
• Perform proactive system health checks and ongoing monitoring of voice/mobile performance (e.g., call quality, latency, packet loss, usage trends), identifying faults and driving remediation to reduce outages and MTTR.
• Execute standard BAU configuration, deployment, and change activities (IMAC, capacity expansion, performance management, refresh activities), following change management and operational controls.
• Deliver operational support for IP telephony, unified messaging, conferencing, and related telecom platforms to ensure high availability and a consistent end-user experience.
• Own incident and request handling for telecom services: triage tickets, troubleshoot end-to-end issues (circuits, SIP/PBX/IPT, call routing, endpoints), and escalate effectively when required.
• Monitor service health and performance (call quality, latency, packet loss, capacity, usage trends), performing proactive checks and driving corrective actions to reduce outages and improve MTTR.
• Execute BAU engineering activities including IMAC, routine configuration changes, deployments, capacity upgrades, and hardware/technology refresh in line with change management standards.
• Support project delivery by completing build/configuration tasks, testing and certification, documentation (“as-built”), and operational handover to ensure solutions are supportable in production.

What you need to have:

• 2-3  years of hands-on experience supporting enterprise telecommunications environments, including IP telephony/VoIP, unified messaging, and conferencing platforms.
• Working knowledge of PBX/IPT concepts and troubleshooting (e.g., call routing, dial plans, SIP trunks, circuit issues, endpoint/user telephony problems) in a production setting.
• Experience with operational monitoring and performance analysis for voice/mobile services (KPIs such as call quality, latency, jitter/packet loss, capacity/usage trends) and using data to drive remediation.
• Proficiency producing operational reports and dashboards using tools such as Excel and SQL, with exposure to visualization tools (e.g., Power BI or Tableau) preferred.
• Strong customer-facing support skills with proven ability to prioritize and manage incidents/changes in a ticketing environment, including participation in an on-call rotation and adherence to changing management and security standards.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit corporate.marsh.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.