ph3Summary /h3 pVIAVI (NASDAQ: VIAV) has a 100+ year history of technical innovations that have evolved to keep pace and address our customers’ most pressing business issues. We make equipment, software, and systems that help to plan, deploy, certify, monitor, and optimize all kinds of networks - like those for mobile phones, service providers, large businesses and data centers. VIAVI is also a leader in high performance thin film optical coatings and engineered diffusers, providing light management solutions to anti-counterfeiting, consumer electronics, automotive, defense and instrumentation markets. /p pWe are the people behind the products that help keep the world connected – at home, school, work, at play, and everywhere in between. VIAVI employees are fierce about supporting customer success and we welcome people who bring their best every day to the company - to question, to collaborate and to push for solutions that will delight our customers. /p pThis is a customer-facing role aimed at performing customer support activities for our Nitro Core system. The primary function is for system product Tier 1 support. The main responsibility is to enhance customer experience by quick and effective response to our customers’ issues or questions with the Nitro Core system. /p pThe Tier 1 Support Engineer will be required to be able to respond to customer support requests within contracted support times of 8x5 or 24x7 (for additional pay). This will include participating in an after-hours standby rotation to cover customer support requests 24x7.



Tier 1 support engineers will also be required to open support cases in the ticket logging system, update the support cases with progress on a regular basis and talk through the solution with the customer. Lead Operational Reviews as contracted. /p h3Duties Responsibilities: /h3 ul liThe Tier 1 Support Engineer will have excellent communication skills to work with customers and provide answers to technical questions, diagnose system problems and manage escalations. /li liTier 1 Support Engineers will also be required to accurately document the customer issue and steps to resolution and act as a customer advocate until the issue is resolved. /li liThe Tier 1 Support Engineer must be able to multi-task as some cases may be defects or may remain open for extended periods of time. /li /ul h3Key Measures: /h3 ul liCustomer satisfaction (internal and external). /li liAttain and continuously improve customer satisfaction and Net promoter survey results. /li liWork closely with engineering to attain TL9000 and BMS metrics. /li liAttain customer service contracts, SLAs. /li liOrganizational and process effectiveness. /li /ul h3Pre-Requisites / Skills / Experience Requirements: /h3 ul libFluent in English and Spanish /b (written and verbal).



/li libMinimum 5 years of experience /b in a Technical Support, Network Support, Telecommunications, or IT Operations environment. /li libMinimum 5 years of experience /b troubleshooting complex software, network, cloud, or telecom solutions in a customer-facing environment. /li liWorking knowledge of bLinux /b operating systems and command-line troubleshooting. /li liUnderstanding of networking fundamentals including TCP/IP, DNS, HTTP/HTTPS, routing, and firewalls. /li liExperience analyzing logs, alarms, traces, and system performance data to identify root causes and drive issue resolution. /li liBachelor's degree in Telecommunications, Computer Science, Information Technology, Engineering, or a related technical discipline. /li /ul h3Preferred Qualifications/Skills/Experience: /h3 ul liExperience supporting telecom network software or telecom test and monitoring solutions. /li liKnowledge of Mobile Network technologies and protocols including 3G, 4G/LTE, and 5G. /li liExperience with telecom protocols such as S1AP, GTP, Diameter, SCTP, and HTTP/2. /li liExperience with packet analysis tools such as Wireshark. /li liExperience with Linux system administration and Shell scripting. /li liExperience with databases and SQL queries. /li liExperience with virtualization and containerized environments (VMware, Docker, Kubernetes). /li liExperience using ticketing and case management systems. /li /ul h3Personal skills/attributes: /h3 ul liProcess discipline. /li liOrganized communication. /li /ul /p #J-18808-Ljbffr

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