L2 / L3 Network Support Engineer Madrid, Spain

Overview Role Overview : We’re looking for an L2 / L3 Network Support Engineer to join our dynamic Infrastructure team in Bilbao, Spain. This role involves advanced technical support for managed IP network services, resolving complex incidents, and implementing crucial network configurations that impact millions of IoT subscriptions globally. You will ensure seamless network operations and contribute to enhancing our infrastructure and delivering top-tier customer projects. You will report to the Network Technical Manager and work with cross-functional teams to support customer relationships and service level agreements.

Responsibilities Provide advanced L2 / L3 technical support for complex incidents within our managed IP network services.

Implement and manage network configurations, with a strong focus on IPSEC VPNs on Cisco firewalls and routers.

Collaborate on critical infrastructure improvement initiatives and customer-facing projects.

Ensure our IoT SIM provisioning system (SIMPro) is accurate and up-to-date, providing informative updates against set SLAs with detailed records.

Manage and support customer relationships, adhering to service level agreements and support tiers.

Work collaboratively with cross-functional teams (e.g., technical support, billing, sales) to resolve customer concerns and provide accurate service information.

The Secret Sauce (Key Experience & Skills) Proven hands-on experience configuring and troubleshooting IPSEC VPNs on Cisco firewalls and routers.

Strong understanding of networking protocols in an ISP environment (OSPF, BGP, MPLS VPNv4, IPSec, OpenVPN).

Demonstrated Cisco knowledge with a minimum CCNA certification (CCNP desirable).

Familiarity with mobile networks (Packet Core, Radius, Private APNs) and IoT / M2M communications.

Proficiency in English and Spanish, both spoken and written.

Experience working with international technical teams and an understanding of ITIL service management practices.

What Will Make You Shine At Wireless Logic (Behaviours & Culture) A strong orientation towards customer satisfaction and teamwork.

Ability to work in a fast-paced environment managing multiple tasks with precision.

Commitment to Continuous Improvement (CI), actively identifying and implementing enhancements across processes.

Excellent verbal and written communication skills for effective collaboration and customer interaction.

A positive, can-do attitude that’s infectious and a dedication to continuous self-development.

Your Objectives for the Year Enhance Network Reliability : Reduce critical network incident resolution times by 15% through proactive troubleshooting and improved documentation within the first 6 months.

Drive Customer Satisfaction : Achieve an average customer satisfaction score of 90% or higher for network support interactions by providing accurate information and ensuring timely escalations and resolutions.

Support New Product Readiness : Collaborate with product teams to define and implement processes and training for at least 2 new IoT connectivity products, ensuring smooth service launch and support by year-end.

Why Come Work With Us? The chance to join a creative, entrepreneurial company where bold ideas are celebrated.

Full training, ongoing support, and the tools to help you thrive and grow in your role.

We’re a company with heart. We genuinely care about our people and make sure everyone feels valued, respected, and part of the family.

Ok, I\u2019m Interested, What’s Next? Thank you for your interest in Wireless Logic Group. Applications are reviewed within five working days. We contact shortlisted candidates, and due to high volume we may not respond to everyone individually.

How we work? We support hybrid working with a mix of office spaces and remote work. Details about how this applies to this role will be discussed during the recruitment process.

Wireless Logic Group values diversity, equity, and inclusion. We are a global company that aims to reflect the world’s diverse voices in everything we do.

Data privacy : By applying for this role, you consent to us holding and processing your data in compliance with the General Data Protection Regulations. If you have questions or wish to exercise your rights, please contact us and we will respond to your query as soon as possible.

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