Service Provider Networking Engineer (L2) – German/English

Movate; Colombia; Presencial; COP 91.861.106 - 128.605.548; Jornada completa

Descripción de la vacante

A global technology company is seeking a Service Provider Networking Engineer (L2) in Colombia to provide advanced technical support in networking. This involves troubleshooting complex issues while ensuring exceptional customer satisfaction. Candidates should have at least one year of experience in networking support, strong knowledge of networking fundamentals, and be proficient in both German and English. The role includes collaboration with various teams and requires a proactive approach to customer service. This position offers ample opportunities for skill enhancement.

Formación

• Minimum 1+ year of experience in networking support or Technical Assistance Center (TAC) roles (L2 level).
• Strong knowledge of networking fundamentals including bridging, switching, TCP/IP, and Ethernet.
• Solid understanding of routing concepts and protocols.
• Knowledge of DHCP, ARP, DNS, and small office/home networking.

Responsabilidades

• Troubleshoot Level 2 technical issues reported by customers.
• Investigate and resolve product-related issues.
• Escalate cases to L3 and Engineering teams when required.
• Document customer interactions and troubleshooting steps in CRM.
• Collaborate with peers and managers on complex cases.

Conocimientos

Networking fundamentals

Troubleshooting skills

Analytical skills

Customer communication

German language proficiency

English language proficiency

Educación

Bachelor’s degree in Networking, Telecommunications, IT

Herramientas

Wireshark

Descripción del empleo

Job Title: Service Provider Networking Engineer (L2) – German/English

Location: Colombia

Education: Bachelor’s degree in Networking, Telecommunications, IT, or equivalent experience

Experience: Minimum 1+ year of experience in networking support (TAC / L2). German and English knowledge.

No of Openings: 1

Summary

The Service Provider Networking Engineer (L2) is responsible for providing advanced technical support to customers by diagnosing, troubleshooting, and resolving complex networking and product-related issues. This role supports service provider environments and works closely with L3 and Engineering teams to ensure timely escalation and resolution. The ideal candidate has strong networking fundamentals, customer-facing experience, and a proactive mindset focused on continuous technical growth and customer satisfaction.

Roles and Responsibilities

• Troubleshoot and diagnose Level 2 technical issues reported by customers, ensuring timely and effective resolution.
• Investigate and resolve product-related issues, including configuration, code, and feature behavior.
• Escalate cases to L3 and Engineering (R&D) teams when required, ensuring complete documentation and timely handoff.
• Maintain consistent customer satisfaction through clear communication and effective problem resolution.
• Document all customer interactions, troubleshooting steps, and resolutions in the CRM system.
• Collaborate with L2 peers, Team Leads, and Managers on complex cases requiring additional support.
• Ensure proper escalation of cases involving technical complexity or customer impact.
• Continuously enhance technical and product knowledge to stay current with evolving technologies.
• Contribute to internal Knowledge Bases and technical forums by documenting solutions and best practices.

Required Skills

• Minimum 1+ year of experience in networking support or Technical Assistance Center (TAC) roles (L2 level).
• Strong knowledge of networking fundamentals, including:
  • Bridging and switching concepts
  • TCP/IP, Ethernet (CSMA/CD)
  • STP, RSTP, MSTP
• Solid understanding of routing concepts and protocols such as RIP, OSPF, IGRP, EIGRP, and BGP.
• Knowledge of DHCP, ARP, DNS, and small office/home networking concepts (NAT, STUN, IPv4).
• Experience documenting network infrastructure and configurations.
• Strong troubleshooting, analytical, and problem‑solving skills.
• Ability to communicate effectively with customers and internal stakeholders.
• Languages knowledge: German and English (Advanced)

Desired Skills

• CCNA certification or equivalent networking knowledge.
• Experience making recommendations for wireless network optimization and upgrades.
• Understanding of WLAN concepts, including 802.11 protocols, RSSI, and wireless performance metrics.
• VoIP knowledge (SIP, H.323).
• Familiarity with Wireshark for packet analysis.
• Basic Linux knowledge.
• Exposure to APIs and client/server concepts (JSON, Postman).