Tier 1 Network & Telecom Support Engineer

Viavi Solutions Spain, S.L.; Madrid; Híbrido; EUR 35.000 - 52.000; Jornada completa

Descripción de la vacante

VIAVI is seeking a Tier 1 Support Engineer for the Nitro Core system in Madrid. The role emphasizes rapid, customer-facing resolution and accurate case documentation while participating in after-hours standby rotations for 24x7 coverage.

Fluency in English and Spanish, plus 5+ years in technical support, are required. The position involves working within contracted SLAs and collaborating with engineering to resolve issues.

Formación

• 5+ years in Technical Support, Network Support, Telecommunications, or IT Operations in a customer-facing environment.
• Fluent in English and Spanish (written and verbal).
• Proficient with Linux command-line troubleshooting.
• Understanding of TCP/IP, DNS, HTTP/HTTPS, routing and firewalls.
• Experience analyzing logs, alarms, traces and performance data to find root causes.
• Bachelor’s degree in a related technical field.

Responsabilidades

• Provide Tier 1 technical support for the Nitro Core system.
• Respond to customer requests within contracted support times (8x5 or 24x7).
• Open and update support cases in the ticketing system and track progress.
• Communicate solutions clearly and act as a customer advocate until resolution.
• Lead Operational Reviews as contracted.

Conocimientos

Fluent in English

Fluent in Spanish

Linux troubleshooting

Networking fundamentals

Log analysis

Customer-facing

Educación

Bachelor's degree in Telecommunications, Computer Science, Information Technology, Engineering, or related technical discipline

Herramientas

Wireshark

Ticketing systems

Docker

Kubernetes

VMware

Descripción del empleo

VIAVI is seeking a Tier 1 Support Engineer for the Nitro Core system in Madrid. The role emphasizes rapid, customer-facing resolution and accurate case documentation while participating in after-hours standby rotations for 24x7 coverage.

Fluency in English and Spanish, plus 5+ years in technical support, are required. The position involves working within contracted SLAs and collaborating with engineering to resolve issues.