Network Support Engineer (L1-L3) - Madrid (Onsite)

Cogent co; Madrid; On-site; EUR 32,000 - 48,000; Full time

Job summary

Cogent Communications in Madrid, Spain, is seeking a CST Engineer to provide first-line technical assistance across Layer 1–3 services. You will diagnose issues, document steps, and coordinate with internal teams and vendors to deliver effective support.

The role requires strong networking knowledge, CCNA/CCNP valued certification, and excellent English communication. Availability for morning or evening shifts is expected in this in-office position.

Qualifications

• Minimum 2 years in a similar role with a network operator.
• Strong knowledge of TCP/IP, BGP, IGP, MPLS, DNS, and IP-VPN.
• Experience with Cisco gear; CCNA or CCNP is highly valued.
• Excellent written and spoken English; other languages are a plus.
• Analytical, customer-focused, and able to work under pressure.

Responsibilities

• Provide first-line support for Cogent Layer 1–3 services by phone 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

Networking knowledge

BGP/IGP/MPLS

TCP/IP

Customer service

Communication skills

English fluency

Education

CCNA/CCNP certification

Tools

Cisco equipment

Job description

Cogent Communications in Madrid, Spain, is seeking a CST Engineer to provide first-line technical assistance across Layer 1–3 services. You will diagnose issues, document steps, and coordinate with internal teams and vendors to deliver effective support.

The role requires strong networking knowledge, CCNA/CCNP valued certification, and excellent English communication. Availability for morning or evening shifts is expected in this in-office position.