Cisco-Certified Network Support Engineer

Cogent Communications; Herndon (VA); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Dental and Vision

Paid Time Off (PTO)

Short- and Long-Term Disability

Life Insurance

401(k) plan with employer match

Stock options

Employee Assistance Program

Job summary

A global internet service provider is seeking a Customer Support Engineer to address customer service issues through calls and emails. The role demands strong technical knowledge in networking and problem-solving, along with excellent communication skills. The ideal candidate should be able to work independently and in a team environment and handle escalations. A competitive salary between $65,000 and $80,000 is offered, alongside comprehensive benefits. Applicants must be available to work shifts including weekends.

Qualifications

• Experience with Cisco equipment is essential.
• Strong networking knowledge (TCP/IP and IP protocols) is required.
• Excellent problem-solving and communication skills are a must.

Responsibilities

• Answer incoming phone calls from customers regarding services.
• Work with customers to resolve service-related issues via phone and email.
• Maintain clear documentation of customer issues and resolutions.
• Manage customer-created tickets and provide updates.
• Coordinate with internal teams and vendors for issue resolution.
• Work professionally under all circumstances.
• Manage customer expectations and escalations.

Skills

Cisco equipment experience and certifications

Strong technical knowledge in networking (TCP/IP)

IP protocols (BGP, IGP, OSPF, IS-IS, MPLS)

IP addressing, DNS, and IP-VPNs

Strong problem-solving skills

Excellent verbal and written communication skills

Excellent customer service

Ability to work independently and in a team

Reliable employment history

Availability to work on a shift including one Weekend Day

Job description

A global internet service provider is seeking a Customer Support Engineer to address customer service issues through calls and emails. The role demands strong technical knowledge in networking and problem-solving, along with excellent communication skills. The ideal candidate should be able to work independently and in a team environment and handle escalations. A competitive salary between $65,000 and $80,000 is offered, alongside comprehensive benefits. Applicants must be available to work shifts including weekends.