MISSION

Monitor and manage all customer services delivered through the Cogent IP network in Europe, North America, Latin America, Africa, Australia and Asia-Pacific, using management tools and systems provided for this purpose and following standard operational procedures in order to provide high service availability and ensure that Cogent SLAs are met.

The Customer Support Engineer will join the NOC team of Cogent Communications in Madrid, which monitors European, African and Latin American networks on a 24x7 support.

JOB DUTIES

- Provide 1st line customer and technical support for all layer 1, 2 and 3 services provided by Cogent, interacting with Cogent customers via phone and e-mail in order to identify and resolve their service issues, respond to their technical questions and achieve customer satisfaction.
- Clearly document in the trouble ticketing system all steps taken to identify and resolve a customer reported issue.
- Manage a queue of customer created tickets, ensuring that customers are updated with their status and progress is being made towards resolving their issue.
- Work and coordinate effectively with all members of the Operations team, other Cogent teams,



as well as with vendors in order to ensure swift resolution of customer issues.
- Ability to work professionally with customers, vendors, and internal groups under all circumstances.
- Manage customer expectations and escalation and de-escalate the situation as necessary.
- Perform accurate handover of the ongoing issues at the end of the shift.
- Perform other duties or special projects as assigned. Requisitos mínimos:

- JOB REQUIREMENTS
- Good verbal and written communications skills. -At least 2 years of working experience in a similar position at a network operator.
- Cisco equipment experience and certifications (CCNA/CCNP) will be highly valued.
- Good technical knowledge in the area of networking (TCP/IP), IP protocols (BGP, IGP, MPLS?), IP addressing, DNS?s and IP-VPN?s
- Strong problem solving skills.
- Customer focused and eager to learn.
- Team player worker and capable to work under pressure and within tight deadlines.
- Availability to work on morning or evening shifts, Monday to Friday basis.
- Fluent in English, knowledge of other languages would be an asset. Especialidad:
- (Seleccionar) Horario:

- Turno mañana/tarde

📌 CUSTOMER SUPPORT ENGINEER - Turnos Rotativos de Lunes a Domingo (Madrid)
🏢 COGENT COMMUNICATIONS ESPAÑA
📍 Madrid