B2B Network Engineer – 1st Level Support & Incident Lead

Sunrise GmbH; Glattbrugg; On-site; CHF 90,000 - 130,000; Full time

Job summary

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

You will collaborate with internal teams, manage incidents, configure CPE devices, and participate in 7×24 shift operations, providing guidance to 1st-level staff and maintaining SLA compliance.

Qualifications

• 2–3 years in technical customer support.
• Strong knowledge of network technologies incl. LAN/WAN, VoIP, VPN.
• German (C1) written and spoken; English (B2); French (B2).

Responsibilities

• 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

Skills

Networking

OSI Layers 1-3

LAN/WAN

VoIP

VPN

Analytical thinking

Communication skills

Education

Technical apprenticeship or ICT education

Job description

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

You will collaborate with internal teams, manage incidents, configure CPE devices, and participate in 7×24 shift operations, providing guidance to 1st-level staff and maintaining SLA compliance.