Experteer Overview
Revise detenidamente toda la documentación de la solicitud antes de hacer clic en el botón de solicitar al final de esta descripción.
In this role you will deliver Tier 1 support for the Nitro Core system, ensuring quick, effective responses to customer inquiries. You will collaborate with engineering and act as the customer advocate until issues are resolved, including after-hours coverage as needed. You will log, track, and communicate progress on support cases, driving timely resolutions. This position centers on delivering a high-quality customer experience and supporting SLAs and metrics. You will work in a cross-functional environment to improve service delivery and customer satisfaction.
Compensaciones / Incentivos
• Provide Tier 1 technical support for the Nitro Core system and manage customer inquiries
• Log, track, and update support cases; communicate progress to customers
• Diagnose system problems, answer technical questions, and manage escalations




• Document issues and resolutions; advocate for customers until closure
• Participate in after-hours standby to cover 24x7 support when required
• Lead operational reviews as contracted
• Maintain multi-tasking across cases, including defects or long-running issues
Responsabilidades
• Fluent in English and Spanish (written and verbal)
• Minimum 5 years in technical support, network support, telecommunications, xqbhyrx or IT operations
• Minimum 5 years troubleshooting complex software, network, cloud, or telecom solutions
• Working knowledge of Linux and 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 discipline
Requisitos principales
•

📌 Tier 1 Support Engineer (IT Technology / Core Network) (Madrid)
🏢 Viavi
📍 Madrid