1st Level Engineer Specialist 80-100%

Sunrise; Zürich; Vor Ort; CHF 90.000 - 120.000; Vollzeit

Zusammenfassung

Sunrise in Zürich, Switzerland, is seeking a 1st Level Engineer Specialist to design, engineer, and support enterprise network solutions for B2B customers. You will ensure high availability, security, and performance of network services while collaborating with internal teams and stakeholders.

The role emphasizes end-to-end ownership of incidents, SLA adherence, and on-call duties within a 7×24 shift, with strong focus on CPE troubleshooting and effective communication with customers.

Qualifikationen

• Completed technical apprenticeship or relevant education; 2–3 years in technical customer support.
• Deep knowledge of network tech: OSI 1–3, LAN/WAN, VoIP, IP, routing, VPN; ideally ISP/NOC.
• Strong interest in ICT tech with drive to develop breadth and depth.
• Independent, reliable, structured work style; resilient under pressure.
• Open-minded, communicative, solution-focused; capable of professional communication.
• Ability to explain complex topics clearly; include coaching to colleagues.
• 7×24 shifts; German C1, English B2, French B2.

Aufgaben

• Independently handle and manage 1st & 2nd-level B2B advanced technical support issues with end-to-end ownership.
• Initiate, lead, and coordinate technical and administrative measures with stakeholders.
• Ensure professional communication with customers, partners, and internal departments; guide 1st-level teams.
• Analyze, configure, and troubleshoot Customer Premises Equipment (CPE) such as modems and routers.
• Coordinate internal and external entities to maintain backbone monitoring and maintenance operations.
• Ensure SLA compliance and customer satisfaction; support continuous improvement initiatives.
• Participate in 7×24 shift operations and on-call duties, including nights and holidays.

Kenntnisse

Network technologies

ICT services

Analytical thinking

Communication skills

Customer support

Coaching

Ausbildung

Technical apprenticeship

Tools

CPE configuration

Troubleshooting tools

VPN

Jobbeschreibung

At Sunrise, we think bigger, go further and create new ideas. For us working culture means achieving great things together. It’s where respect and innovative ideas combine with real teamwork – every voice counts, every perspective makes us stronger. Our passion spurs us on to try new things and grow continuously. Sound like you? Then join our success story.
As a 1st Level Engineer Specialist, you will be responsible for the design, engineering, and support of enterprise network solutions for B2B customers. You will ensure high availability, security, and performance of network services while collaborating closely with internal teams and stakeholders. The role contributes to the continuous optimization and reliability of complex network environments.
YOUR CHALLENGE:

• Independently handle and manage 1st & 2nd-level B2B advanced technical support issues, including acceptance, prioritization, and end-to-end ownership of assigned trouble tickets of our business customers
• Initiate, lead, and coordinate technical and administrative measures, as well as manage incidents, service requests, problems, and changes in collaboration with internal and external stakeholders
• Ensure professional and competent communication with customers, partners, and internal departments, and provide guidance to 1st-level support teams to improve overall support quality
• Analyze, configure, and troubleshoot Customer Premises Equipment (CPE) such as modems, routers, and related network devices
• Coordinate internal and external entities to restore and maintain monitoring and maintenance operations within the backbone environment
• Ensure SLA compliance, customer satisfaction, and support continuous improvement initiatives
• Participate in 7×24 shift operations and perform on-call duties, including nights, weekends, Sundays, and public holidays

YOUR SKILLS:

• Completed technical apprenticeship, relevant further education, or several years of professional experience, including at least 2–3 years in technical customer support
• In-depth knowledge of network technologies and ICT services, including OSI layers 1–3, LAN/WAN, VoIP, IP, routing, VPN, and Internet fundamentals, ideally within an ISP/NOC environment
• Strong interest in ICT technologies with the motivation to continuously develop expertise in both breadth and depth, combined with strong analytical and network-oriented thinking
• Independent, reliable, and structured way of working, with resilience and the ability to perform under pressure and handle challenging customer situations
• Open-minded, communicative, and solution-oriented personality, with proven ability to communicate professionally with customers, partners, and internal departments
• Ability to explain complex technical topics in a clear and recipient-friendly manner, including coaching and knowledge transfer to colleagues
• Physical and mental suitability for 7×24 shift operations, combined with very good written and spoken German (minimum C1), good English (minimum B2), good French (minimum B2)

At Sunrise, you’ll be working in a dynamic and multinational environment where every voice is heard, perspectives are shared and values are lived. Diversity isn’t just a program for us, it’s part of our DNA. By celebrating our differences, we achieve great things together.
Sunrise has partnered with «Advance – Gender Equality in Business». We’ve also been awarded the Swiss LGBTI label and «Fair-ON-Pay Advanced» certification as recognition for offering all our employees equal pay for work of equal value.
Ready to rise to the challenge? Then join the team and actively shape our future!
#ChallengersWanted