Job Title: Service Provider Networking Engineer (L2) – German/English Location: Colombia Education: Bachelor’s degree in Networking, Telecommunications, IT, or equivalent experience Experience: Minimum 1+ year of experience in networking support (TAC / L2). German and English knowledge. No of Openings: 1 Summary The Service Provider Networking Engineer (L2) is responsible for providing advanced technical support to customers by diagnosing, troubleshooting, and resolving complex networking and product-related issues. This role supports service provider environments and works closely with L3 and Engineering teams to ensure timely escalation and resolution. The ideal candidate has strong networking fundamentals, customer-facing experience, and a proactive mindset focused on continuous technical growth and customer satisfaction. Roles and Responsibilities Troubleshoot and diagnose Level 2 technical issues reported by customers, ensuring timely and effective resolution. Investigate and resolve product-related issues, including configuration, code, and feature behavior. Escalate cases to L3 and Engineering (R&D) teams when required, ensuring complete documentation and timely handoff. Maintain consistent customer satisfaction through clear communication and effective problem resolution. Document all customer interactions, troubleshooting steps, and resolutions in the CRM system. Collaborate with L2 peers, Team Leads, and Managers on complex cases requiring additional support. Ensure proper escalation of cases involving technical complexity or customer impact. Continuously enhance technical and product knowledge to stay current with evolving technologies. Contribute to internal Knowledge Bases and technical forums by documenting solutions and best practices. Required Skills Minimum 1+ year of experience in networking support or Technical Assistance Center (TAC) roles (L2 level). Strong knowledge of networking fundamentals, including:Bridging and switching concepts TCP/IP, Ethernet (CSMA/CD) STP, RSTP, MSTP Solid understanding of routing concepts and protocols such as RIP, OSPF, IGRP, EIGRP, and BGP. Knowledge of DHCP, ARP, DNS, and small office/home networking concepts (NAT, STUN, IPv4). Experience documenting network infrastructure and configurations. Strong troubleshooting, analytical, and problem‑solving skills. Ability to communicate effectively with customers and internal stakeholders. Languages knowledge: German and English (Advanced) Desired Skills CCNA certification or equivalent networking knowledge. Experience making recommendations for wireless network optimization and upgrades. Understanding of WLAN concepts, including 802.11 protocols, RSSI, and wireless performance metrics. VoIP knowledge (SIP, H.323). Familiarity with Wireshark for packet analysis. Basic Linux knowledge. Exposure to APIs and client/server concepts (JSON, Postman). #J-18808-Ljbffr