1st Level Engineer Specialist 80-100%

Sunrise GmbH; Zürich; On-site; CHF 90,000 - 120,000; Full time

Job summary

Sunrise GmbH in Zürich is seeking a 1st Level Engineer Specialist to design, engineer and support enterprise network solutions for B2B customers, ensuring high availability, security and performance.

You will handle 1st and 2nd level support, coordinate incidents and changes, communicate professionally with customers and partners, and provide guidance to junior teams. On-call duties and a 7×24 shift are part of the role.

Qualifications

• Completed technical apprenticeship or relevant further education, with several years in technical customer support.
• In-depth knowledge of network technologies including OSI layers 1–3, LAN/WAN, VoIP, IP, routing, VPN.
• Fluent German (C1) and English (B2); basic French (B2).

Responsibilities

• Handle 1st and 2nd-level B2B support issues end-to-end.
• Lead and coordinate technical and administrative measures, incidents, service requests, problems and changes.
• Provide guidance to 1st-level teams to improve support quality.
• Analyze and troubleshoot CPE such as modems, routers, and related devices.
• Coordinate internal and external entities to restore and maintain monitoring and maintenance operations within the backbone environment.
• Ensure SLA compliance and participate in continuous improvement initiatives.
• Participate in 7×24 shift operations and perform on-call duties.

Skills

1st level support & 2nd level support

Networking

VoIP

VPN

CPE troubleshooting

German (C1)

English (B2)

French (B2)

Education

Completed technical apprenticeship

Relevant further education

Job description

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.

Sunrise aims to connect people, champion innovation and accelerate digital life. With roughly 2,600 employees (FTE) from around 80 countries, we’re a unique combination of entrepreneurial spirit and high-profile company. As an employer of choice, we offer equal opportunities to a diverse workforce, boosting engagement and performance through future-oriented ways of working.