Support Engineer (m/f/d)

We are partnered with an IT service provider based in Ludwigshafen, Germany, that offer a variety of IT and communication services including data centers, colocation, fiber optic internet, and managed services and cater to businesses in the local area, offering reliable and secure IT infrastructure solutions.  They are now seeking a Network Support Engineer to join their team of experts. 

As a Network Support Specialist (Service Desk), you will be responsible for providing frontline technical support to customers, addressing network-related inquiries, issues, and escalations. You will serve as the primary point of contact for troubleshooting and resolving network connectivity problems, ensuring prompt and effective resolution to minimize downtime and disruption. 

Your expertise in network troubleshooting, customer service, and problem-solving will be essential in delivering exceptional support services.

Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance related to network connectivity issues.
• Diagnose and troubleshoot network-related problems, including connectivity issues, configuration errors, and performance issues.
• Provide timely and accurate resolution to customer inquiries and technical issues via phone, email, or ticketing system.
• Escalate complex issues to appropriate internal teams or third-party vendors for further investigation and resolution.
• Document support activities, solutions, and best practices for knowledge sharing and continuous improvement.
• Communicate with customers to provide updates on the status of their support requests and ensure customer satisfaction.
• Collaborate with internal teams to identify trends, patterns, and root causes of network issues, and recommend solutions to prevent recurrence.

Skills/Must have:

• Proven experience in providing technical support in a service desk or help desk environment.
• Strong knowledge of networking concepts and protocols, including TCP/IP, DNS, DHCP, and routing.
• Experience with network troubleshooting tools and techniques.
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users.
• Strong problem-solving skills and the ability to work independently and collaboratively in a fast-paced environment.

Nice to have:

• Familiarity with network monitoring and management tools.
• Certification in network-related technologies (e.g., Cisco CCNA, CompTIA Network+).

Salary:

• €50,000 gross per year 

If you are interested in this opportunity and want to find out more, apply today!