CST Engineer - Madrid, Spain

Cogent Communications; Madrid; On-site; EUR 35,000 - 52,000; Full time

Benefits offered by this job

Equal Opportunity Employer

Job summary

Cogent Communications, based in Madrid, is seeking a CST Engineer to provide first-line technical support for Layer 1–3 services. You will diagnose issues, keep customers informed, and coordinate with internal teams and vendors to deliver effective support.

The role requires 2+ years in a similar network operator role, strong TCP/IP, BGP/IGP/MPLS knowledge, and Cisco equipment experience. Fluency in English and ability to work morning or evening shifts are valued assets.

Qualifications

• 2+ years of experience in a similar role with a network operator.
• Strong knowledge of TCP/IP, BGP, IGP and MPLS.
• Experience with Cisco equipment; CCNA or CCNP certification is highly valued.

Responsibilities

• Provide first-line customer and technical support for Cogent Layer 1, 2 and 3 services by telephone and e-mail; identify and resolve service issues and answer technical questions.
• Record clearly in the trouble-ticketing system the steps taken to diagnose and resolve each customer reported issue.
• Manage a queue of customer-created tickets, providing timely status updates and progressing issues toward resolution.
• Coordinate effectively with Operations colleagues, other Cogent teams and vendors to resolve customer issues promptly.
• Communicate professionally with customers, vendors, and internal stakeholders, including in challenging situations.
• Manage customer expectations, handle escalations and help de-escalate situations where necessary.
• Provide accurate handover of outstanding issues at the end of each shift.
• Carry out other duties or special projects as assigned.

Skills

TCP/IP networking

BGP/IGP/MPLS

DNS/IP addressing

CCNA/CCNP

English fluency

Customer-focused

Problem-solving

Tools

Cisco equipment

Job description

Cogent Communications is a global, Tier 1 facilities-based ISP, consistently ranked as one of the top five networks in the world and is publicly traded on the NASDAQ Stock Market under the ticker symbol CCOI. Cogent specializes in providing businesses with high speed Internet access and Ethernet transport services. Cogent's facilities-based, all-optical IP network backbone provides IP services globally. Since its inception, Cogent has unleashed the benefits of IP technology, building one of the largest and highest capacity IP networks in the world. This network enables Cogent to offer large bandwidth connections at highly competitive prices. Cogent also offers superior customer support by virtue of its end-to-end control of service delivery and network monitoring.

Role Overview:

The CST Engineer provides first-line technical assistance to Cogent customers across Layer 1, Layer 2 and Layer 3 services. The role involves diagnosing and resolving customer-reported issues, keeping customers informed, and coordinating with internal teams and vendors to deliver effective support.

Responsibilities:

• Provide first-line customer and technical support for Cogent Layer 1, 2 and 3 services by telephone and e-mail; identify and resolve service issues and answer technical questions
• Record clearly in the trouble-ticketing system the steps taken to diagnose and resolve each customer reported issue
• Manage a queue of customer-created tickets, providing timely status updates and progressing issues toward resolution
• Coordinate effectively with Operations colleagues, other Cogent teams and vendors to resolve customer issues promptly
• Communicate professionally with customers, vendors, and internal stakeholders, including in challenging situations
• Manage customer expectations, handle escalations and help de-escalate situations where necessary.
• Provide accurate handover of outstanding issues at the end of each shift
• Carry out other duties or special projects as assigned

Qualifications:

• At least 2 years of experience in a similar role with a network operator
• Good technical knowledge of networking (TCP/IP), IP protocols (BGP, IGP and MPLS), IP addressing, DNS and IP-VPN
• Experience with Cisco equipment: CCNA or CCNP certification is highly valued
• Strong written and verbal communication skills, including fluency in English. Additional languages are an advantage
• Strong analytical and problem-solving skills, with a customer-focused approach and willingness to learn
• Abiity to collaborate as part of a team and work effectively under pressure and to tight deadlines
• Availability for morning or evening shifts, Monday to Friday

Work Environment:

This is an in-office position, based in Madrid, Spain.

Cogent Communications is an Equal Opportunity Employer.