Role Overview The CST Engineer provides first-line technical assistance to Cogent customers across Layer 1, Layer 2 and Layer 3 services. The role involves diagnosing and resolving customer-reported issues, keeping customers informed, and coordinating with internal teams and vendors to deliver effective support.
Key Responsibilities
- Provide first-line customer and technical support for Cogent Layer 1, Layer 2 and Layer 3 services by telephone and email; identify and resolve service issues and answer technical questions.
- Record clearly in the trouble-ticketing system the steps taken to diagnose and resolve each customer-reported issue.
- Manage a queue of customer-created tickets, providing timely status updates and progressing issues towards resolution.
- Coordinate effectively with Operations colleagues, other Cogent teams and vendors to resolve customer issues promptly.
- Communicate professionally with customers, vendors and internal stakeholders, including in challenging situations.
- Manage customer expectations, handle escalations and help de-escalate situations where necessary.
- Provide accurate handovers of outstanding issues at the end of each shift.
- Carry out other duties or special projects as assigned.
Qualifications and Skills
- At least two years of experience in a similar role with a network operator.
- Good technical knowledge of networking (TCP/IP), IP protocols (BGP, IGP and MPLS), IP addressing, DNS and IP-VPN.
- Experience with Cisco equipment; CCNA or CCNP certification is highly valued.
- Strong written and verbal communication skills, including fluency in English. Additional languages are an advantage.
- Strong analytical and problem-solving skills, with a customer-focused approach and willingness to learn.
- Ability to collaborate as part of a team and work effectively under pressure and to tight deadlines.
- Availability for morning or evening shifts, Monday to Friday.
📌 CST Engineer (Madrid)
🏢 Cogent Communications
📍 Madrid
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