Tier 1 Support Engineer (IT Technology / Core Network)

Viavi Solutions Spain, S.L.; Madrid; Presencial; 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 (NASDAQ: VIAV) has a 100+ year history of technical innovations that have evolved to keep pace and address our customers' most pressing business issues. We make equipment, software, and systems that help to plan, deploy, certify, monitor, and optimize all kinds of networks - like those for mobile phones, service providers, large businesses and data centers. VIAVI is also a leader in high performance thin film optical coatings and engineered diffusers, providing light management solutions to anti-counterfeiting, consumer electronics, automotive, defense and instrumentation markets. We are the people behind the products that help keep the world connected - at home, school, work, at play, and everywhere in between. VIAVI employees are fierce about supporting customer success and we welcome people who bring their best every day to the company - to question, to collaborate and to push for solutions that will delight our customers.

This is a customer-facing role aimed at performing customer support activities for our Nitro Core system. The primary function is for system product Tier 1 support. The main responsibility is to enhance customer experience by quick and effective response to our customers' issues or questions with the Nitro Core system. The Tier 1 Support Engineer will be required to be able to respond to customer support requests within contracted support times of 8x5 or 24x7 (for additional pay). This will include participating in an after-hours standby rotation to cover customer support requests 24x7. Tier 1 support engineers will also be required to open support cases in the ticket logging system, update the support cases with progress on a regular basis and talk through the solution with the customer. Lead Operational Reviews as contracted.

Duties & Responsibilities

The Tier 1 Support Engineer will have excellent communication skills to work with customers and provide answers to technical questions, diagnose system problems and manage escalations. Tier 1 Support Engineers will also be required to accurately document the customer issue and steps to resolution and act as a customer advocate until the issue is resolved. The Tier 1 Support Engineer must be able to multi-task as some cases may be defects or may remain open for extended periods of time.

Key Measures

Customer satisfaction (internal and external). Attain and continuously improve customer satisfaction and Net promoter survey results. Work closely with engineering to attain TL9000 and BMS metrics. Attain customer service contracts, SLAs. Organizational and process effectiveness.

Pre-Requisites / Skills / Experience Requirements

• Fluent in English and Spanish (written and verbal).
• Minimum 5 years of experience in a Technical Support, Network Support, Telecommunications, or IT Operations environment.
• Minimum 5 years of experience troubleshooting complex software, network, cloud, or telecom solutions in a customer-facing environment.
• Working knowledge of Linux operating systems and command-line troubleshooting.
• Understanding of networking fundamentals including TCP/IP, DNS, HTTP/HTTPS, routing, and firewalls.
• Experience analyzing logs, alarms, traces, and system performance data to identify root causes and drive issue resolution.
• Bachelor's degree in Telecommunications, Computer Science, Information Technology, Engineering, or a related technical discipline.

Preferred Qualifications/Skills/Experience

• Experience supporting telecom network software or telecom test and monitoring solutions.
• Knowledge of Mobile Network technologies and protocols including 3G, 4G/LTE, and 5G.
• Experience with telecom protocols such as S1AP, GTP, Diameter, SCTP, and HTTP/2.
• Experience with packet analysis tools such as Wireshark.
• Experience with Linux system administration and Shell scripting.
• Experience with databases and SQL queries.
• Experience with virtualization and containerized environments (VMware, Docker, Kubernetes).
• Experience using ticketing and case management systems.

Personal skills/attributes

• Process discipline.
• Organized communication.

#LI-Hybrid VIAVI empowers Service Providers and IT organizations to manage the network lifecycle for complex 5G and Fiber networks with intuitive instruments, systems and technologies; and our expertise in light management and optical coatings help protect the world's bank notes from counterfeiters, enhance the colors you see, and enable advanced technology such as 3D sensing. We are a team of thought leaders who have the freedom to support and innovate and look for new effective and efficient solutions for our customers.