L2/L3 Network Support Engineer

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About the Company

Anycompany can tell you about how they are a multi award winning, market leading business and yes, we are both of those things in the world of IoT connectivity But we're more than that. Our mission? To make IoT management a breeze for any device, anywhere. With over 14 million IoT subscriptions active in 165 countries and direct partnerships with 50+ mobile networks, we connect you to more than 750 networks worldwide, delivering unmatched value across the IoT connectivity chain.

Innovation is in our DNA, and we have an insatiable hunger to 'wow' While we may not always get it right, our drive to collaborate, innovate, and achieve top‐notch customer satisfaction never wavers. We offer industry expertise, stellar service support, and the most flexible, resilient, and secure connectivity solutions on the market. Our expertise spans across various sectors, including industry, agriculture, healthcare, security, transport, utilities, and smart cities.

The Internet of Things (IoT) is like the magical glue that keeps the world connected From ordering your favourite takeaway to the ANPR technology that helps you find a parking spot, IoT is everywhere—even if you don't realize it. At Wireless Logic, we provide cutting‐edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected.

Role Overview

Join the Wireless Logic Adventure:

• Are you ready to be a key player in keeping the world connected? We're looking for an L2/L3 Network Support Engineer to join our dynamic Infrastructure team in Bilbao, Spain. This isn't just about fixing things; it's about being at theforefront of advanced technical support for our managed IP network services, resolving complex incidents, and implementing crucial network configurations that impact millions of IoT subscriptions globally. Your ambition in this role will be to ensure seamless network operations and contribute directly to enhancing our infrastructure and delivering top‐tier customer projects.
• You'll report directly to the Network Technical Manager and be an integral part of a collaborative team that thrives on problem‐solving and innovation. This role offers incredible opportunities to interact with various internal departments, including technical support teams in other countries, billing, and sales, ensuring a holistic approach to customer concerns. Your expertise will also be vital in supporting our customer relationships and service level agreements.

Key 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.

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.

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.

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