L2/L3 Network Support Engineer

L2/L3 Network Support Engineer

YOUR NEXT JOB!

 

What we’re all about:

 

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.

IoT… a fancy acronym or a secret code?

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.

Join the Wireless Logic Adventure:

Role Overview: 

• 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 the forefront 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.

 

Your Daily Quest (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.

 

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: 🎯

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

2)     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.

3)     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?👋

 

Here’s why we’re confident you’ll love being part of our team:

• 🚀 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'm Interested, What’s Next?🙌

Thank you so much for your interest in Wireless Logic Group, we appreciate the time and emotion that goes into an application.

We will review all applications within five working days and be in touch with those who have been shortlisted to the next stage. Unfortunately, due to volume we are not able to get back to everyone individually so if you have not heard back from us unfortunately you have not been successful on this occasion but would love to stay in touch for future opportunities.

Overview of interview process at Wireless Logic:

• Tele Interview – Meet the people team😊
• 1st Interview (Virtual) - Meet your manager 😀
• 2nd Stage (Face to Face)- Meet your peers😁
• Final Stage (Virtual / Face to Face)- Meet our leadership🙂

If you require reasonable accommodation during the application and selection process, please let us know. We will work together to best meet your needs.

 

How we work?🏢

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home. We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process, but we are currently excited to have our employees experience our office culture as much as possible.

 

Wireless Logic Group unites and brings people together. We accomplish this when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture we aim to reflect the world’s diverse voices both internally and externally to ensure success in our mission.

 

By applying for this role, you are consenting for us to hold and process your data in compliance with the General Data Protection Regulations. If you have any questions or wish to exercise your right to access, erase or restrict the holding or processing of your data please contact us (recruitment@wirelesslogic.com) and we will respond to your query as soon as possible.