Tier 1-3 Network Support Engineer – Madrid

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, 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.