Networking Support Engineer (Tier 1-3) - Customer Care

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

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

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 Customer Support professional to handle inquiries for Layer 1–3 services, resolve issues, and document actions taken. You will coordinate with internal teams and vendors to ensure swift resolutions and maintain customer satisfaction.

The role requires strong network knowledge, Cisco experience, and excellent communication skills. The position supports an on-site schedule with potential weekend shifts, offering a competitive benefits package and a base salary in

Qualifications

• Cisco equipment experience and certifications.
• Strong knowledge of TCP/IP networking and IP protocols.
• Excellent verbal and written communication skills.
• Ability to work in fast-paced, customer-focused environment.

Responsibilities

• Answer incoming phone calls from Cogent's customers on Layer 1–3 services.
• Resolve service-related issues via phone and email; document steps taken.
• Manage a queue of customer tickets and update status.
• Coordinate with Cogent teams and vendors to resolve issues.
• Manage expectations and de-escalate when needed.

Skills

Cisco equipment experience

Networking fundamentals

Problem-solving

Communication skills

Teamwork & independence

Tools

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

Job description

Cogent Communications is seeking a Customer Support professional to handle inquiries for Layer 1–3 services, resolve issues, and document actions taken. You will coordinate with internal teams and vendors to ensure swift resolutions and maintain customer satisfaction.

The role requires strong network knowledge, Cisco experience, and excellent communication skills. The position supports an on-site schedule with potential weekend shifts, offering a competitive benefits package and a base salary in