Network Support Engineer (Tier 1-3) - Cisco Focus

Cogent Communication; Washington (District of Columbia); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off (PTO)

Short- and long-term disability

Life Insurance

Holidays

Parental Leave

401(k) plan with employer match

Stock options

Employee Assistance Program

Job summary

Cogent Communications is seeking a skilled Customer Support professional to handle inquiries on Layer 1-3 services, diagnosing issues and guiding customers to resolutions. You will document actions and maintain clear communication with customers, internal teams, and vendors.

The role requires strong networking knowledge, excellent communication, and a customer-focused mindset suitable for a fast-paced environment. Equal opportunity employer and competitive benefits are offered.

Qualifications

• Cisco equipment experience and certifications.
• Strong technical knowledge in networking (TCP/IP).
• Excellent verbal and written communication skills.
• Ability to provide excellent customer service in a fast-paced environment.

Responsibilities

• Answer incoming phone calls from Cogent's customers on Layer 1-3 services.
• Work with customers via phone and email to identify and resolve service issues.
• Document all steps taken to identify and resolve issues.
• Manage a queue of customer tickets and update customers on status and progress.
• Coordinate with Cogent teams and vendors to ensure swift resolution of issues.

Skills

Cisco equipment experience

Networking knowledge

Tools

TCP/IP

BGP/IGP/OSPF/IS-IS

MPLS

DNS/IP-VPNs

Job description

Cogent Communications is seeking a skilled Customer Support professional to handle inquiries on Layer 1-3 services, diagnosing issues and guiding customers to resolutions. You will document actions and maintain clear communication with customers, internal teams, and vendors.

The role requires strong networking knowledge, excellent communication, and a customer-focused mindset suitable for a fast-paced environment. Equal opportunity employer and competitive benefits are offered.