Descripción de la oferta
L2/L3 Network Support EngineerLa información a continuación detalla los requisitos del puesto, la experiencia esperada del candidato y las cualificaciones correspondientes.Role OverviewWe are looking for an L2/L3 Network Support Engineer to join our dynamic Infrastructure team in Bilbao, Spain. The role involves advanced technical support for our managed IP network services, resolving complex incidents, and implementing critical network configurations that affect millions of IoT subscriptions worldwide. You will report directly to the Network Technical Manager and collaborate across technical support, billing, sales, and other internal departments to maintain high service quality and strengthen customer relationships.Key ResponsibilitiesProvide advanced L2/L3 technical support for complex incidents within our managed IP network services.Implement and manage network configurations, with a strong focus on IPSEC VPNs on Cisco firewalls and routers.Collaborate on critical infrastructure improvement initiatives and customer‑facing projects.Ensure the IoT SIM provisioning system (SIMPro) is accurate and up‑to‑date, delivering detailed records against SLAs.Manage and support customer relationships, adhering to service level agreements and support tiers.Work collaboratively with cross‑functional teams such as technical support, billing, and sales to resolve customer concerns and provide accurate service information.Key Experience & SkillsProven hands‑on experience configuring and troubleshooting IPSEC VPNs on Cisco firewalls and routers.Strong understanding of networking protocols in an ISP environment (OSPF, BGP, MPLS VPNv4, IPSec, OpenVPN).Demonstrated Cisco knowledge with a minimum CCNA certification (CCNP desirable).Familiarity with mobile networks (Packet Core, Radius, Private APNs) and IoT/M2M communications.Proficiency in English and Spanish, both spoken and written.Experience working with international technical teams and an understanding of ITIL service management practices.Behaviours & CultureA strong orientation towards customer satisfaction and teamwork.Ability to work in a fast‑paced environment, managing multiple tasks with precision.Commitment to Continuous Improvement (CI), actively identifying and implementing enhancements across processes.Excellent verbal and written communication skills for effective collaboration and customer interaction.A positive, can‑do attitude that is infectious and a dedication to continuous self‑development.Objectives for the YearEnhance network reliability: Reduce critical network incident resolution times by 15% through proactive troubleshooting and improved documentation within the first six months. xcskxlj Drive customer satisfaction: Achieve an average customer satisfaction score of 90% or higher.#J-18808-Ljbffr
