Network Support Engineer (L1-L3) – Customer-Facing

Cogent Communications; Madrid; On-site; EUR 38,000 - 46,000; Full time

Job summary

Cogent Communications in Madrid, Spain, seeks 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 resolution.

Requirements include 2+ years in a similar role, strong TCP/IP and routing knowledge, Cisco equipment experience, and English fluency. This in-office role offers weekday shifts in Madrid.

Qualifications

• 2+ years of experience in a similar role with a network operator.
• Strong knowledge of 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.
• Fluent in English; additional languages are an advantage.
• Strong analytical and problem-solving skills with a customer-focused approach.
• Willingness to learn and collaborate in a team environment.

Responsibilities

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

Skills

Networking fundamentals

TCP/IP

BGP

IGP

MPLS

IP addressing

DNS

IP-VPN

Cisco equipment

CCNA/CCNP

English fluency

Team collaboration

Customer-focused

Problem solving

Under pressure

Shift flexibility

Tools

Cisco IOS

Job description

Cogent Communications in Madrid, Spain, seeks 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 resolution.

Requirements include 2+ years in a similar role, strong TCP/IP and routing knowledge, Cisco equipment experience, and English fluency. This in-office role offers weekday shifts in Madrid.