Network Support Engineer — Tier 1 ISP (Cisco-Certified)

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

Benefits offered by this job

Health

Dental

Vision

Paid Time Off (PTO)

Short- and Long-Term Disability

Life Insurance

Holidays

Parental Leave

401(k) plan with employer match

stock options

an Employee Assistance Program

Job summary

Cogent Communications in Washington, DC is seeking a Customer Support Engineer to join our in-office team. You will handle incoming calls from customers on Layer 1–3 services, resolve issues via phone and email, and document steps clearly to ensure traceable fixes.

You will manage a ticket queue, coordinate with internal groups and vendors to accelerate resolutions, manage expectations, and escalate when needed.

Qualifications

• Strong knowledge of networking (TCP/IP) and IP protocols (BGP, OSPF, MPLS) is desired.
• Cisco equipment experience and certifications.
• Excellent verbal and written communication skills.
• Ability and desire to provide excellent customer service to Cogent customers.
• Must excel in a fast-paced, dynamic environment with strong problem-solving skills.

Responsibilities

• Answer incoming phone calls from Cogent's customers on their Layer 1, 2, and 3 services.
• Work with Cogent customers via phone and e-mail to identify and resolve their service-related issues.
• Clearly document all steps taken to identify and resolve a customer reported issue.
• Manage a queue of customer created tickets, ensuring customers are updated with their status.
• Coordinate effectively with all Cogent teams and vendors to ensure swift resolution of issues.

Skills

Networking (TCP/IP) knowledge

Cisco equipment experience

Customer service oriented

Excellent communication

Problem-solving

Teamwork

Job description

Cogent Communications in Washington, DC is seeking a Customer Support Engineer to join our in-office team. You will handle incoming calls from customers on Layer 1–3 services, resolve issues via phone and email, and document steps clearly to ensure traceable fixes.

You will manage a ticket queue, coordinate with internal groups and vendors to accelerate resolutions, manage expectations, and escalate when needed.