Customer Support Engineer - Madrid, Spain
Cogent Communications is a multinational, Tier 1 facilities-based ISP, consistently ranked as one of the top five networks in the world and is publicly traded on the NASDAQ Stock Market under the ticker symbol CCOI.
Cogent specializes in providing businesses with high speed Internet access and Ethernet transport services. Cogent's facilities-
based, all-optical IP network backbone provides IP services in over 199 markets globally. Since its inception, Cogent has unleashed the benefits of IP technology, building one of the largest and highest capacity IP networks in the world.
This network enables Cogent to offer large bandwidth connections at highly competitive prices. Cogent also offers superior customer support by virtue of its end-
to-end control of service delivery and network monitoring. Cogent offers competitive compensation and a full benefits package that takes effect within 30 days of employment.
Monitor and manage all customer services delivered through the Cogent IP network in Europe, North America 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 and Mexican network on a 24x7 support.
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
Monitor all customer services delivered through the Pan-European and North American Cogent IP network, 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.
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.
Good verbal and written communications skills.
The ideal candidate must possess a B.S. degree in Electrical Engineering or Computer Science or equivalent experience.
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, OSPF, IS-IS, MPLS...), IP addressing, DNS's and IP-VPN's
Excellent 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.
To apply for this position, please submit your resume and cover letter to careers cogentco.com.
Cogent Communications is an Equal Opportunity Employer.