Bilingual Tier 1 Network Support Engineer

VIAVI Solutions; Madrid; Híbrido; EUR 30.000 - 52.000; Jornada completa

Descripción de la vacante

VIAVI Solutions is seeking a Tier 1 Support Engineer for our Nitro Core system. This customer-facing role requires quick, effective responses to customer issues and questions to enhance experience. The successful candidate will handle 8x5 or 24x7 coverage (with additional pay) and participate in after-hours standby rotation.

The role includes logging and updating support cases, communicating progress, and leading Operational Reviews as contracted. Spanish and English fluency essential.

Formación

• Fluent in English and Spanish (written and verbal).
• Minimum 5 years of experience in a Technical Support, Network Support, Telecommunications, or IT Operations environment.
• Minimum 5 years of experience troubleshooting complex software, network, cloud, or telecom solutions in a customer-facing environment.
• Working knowledge of Linux operating systems and command-line troubleshooting.
• Understanding of networking fundamentals including TCP/IP, DNS, HTTP/HTTPS, routing, and firewalls.
• Experience analyzing logs, alarms, traces, and system performance data to identify root causes and drive issue resolution.
• Bachelor’s degree in Telecommunications, Computer Science, Information Technology, Engineering, or a related technical discipline.

Responsabilidades

• The Tier 1 Support Engineer will have excellent communication skills to work with customers and provide answers to technical questions, diagnose system problems and manage escalations.
• Tier 1 Support Engineers will also be required to accurately document the customer issue and steps to resolution and act as a customer advocate until the issue is resolved.
• The Tier 1 Support Engineer must be able to multi-task as some cases may be defects or may remain open for extended periods of time.

Conocimientos

Fluent English

Fluent Spanish

5+ years exp

Linux

Network troubleshooting

TCP/IP DNS HTTP/HTTPS

Logs analysis

Bachelor’s degree

Educación

Bachelor’s degree

Herramientas

Wireshark

VMware

Docker

Kubernetes

SQL

Descripción del empleo

VIAVI Solutions is seeking a Tier 1 Support Engineer for our Nitro Core system. This customer-facing role requires quick, effective responses to customer issues and questions to enhance experience. The successful candidate will handle 8x5 or 24x7 coverage (with additional pay) and participate in after-hours standby rotation.

The role includes logging and updating support cases, communicating progress, and leading Operational Reviews as contracted. Spanish and English fluency essential.