Network Support Engineer

The #1 ranked global internet backbone that has connected the world's biggest brands and fueled digital transformation needs a skilled and experienced NETWORK SUPPORT ENGINEER to join our team. You will play a key role in supporting and managing our network infrastructure, providing technical solutions, and ensuring the smooth operation of our services. You will be expected to handle complex technical issues, manage customer requests, and contribute to process and network improvements. We are inviting you to become part of a dynamic community of engineers with skills to develop and maintain warm client relationships. This is the permanent recruitment with our client. The Role In this role, you will be part of an international team working in inspiring environments in Solna. We aim to provide the best possible customer experience throughout the onboarding, customer support, service assurance, and billing processes. Together with our team, you will support our customers through telephone, e‑mail or web interface. Apart from troubleshooting, your responsibilities will also include interacting with peers and updating customers on a regular basis to resolve each case in an efficient and qualitative way. With your superior ability to satisfy customers, you aim to exceed their expectations. Key Responsibilities Conduct in-depth analysis and troubleshooting of customer issues. Manage the escalation process and maintain ownership throughout. Form and lead case‑specific task forces to drive incident resolution. Maintain detailed case histories and produce Root Cause Analysis and Reason For Outage reports. Monitor SLA thresholds and follow up with internal and external stakeholders. Handle customer requests via telephone, email, and web interface. Log all actions and interactions in the appropriate system. Ensure timely resolution or restoration of service. Contribute to process improvements and share knowledge within the team. Initiate improvements in customer solutions, processes, and networks. Uphold company values and code of ethics in daily tasks. Communication regularly and effectively with customers and provide updates on ongoing incidents and log all actions taken in the appropriate system. Qualifications & Skills Experience: 5‑8 years or more in a similar role. Education: University degree in Network Engineering, Communication Systems, or equivalent technical knowledge and experience. Certifications: Industry certifications such as CCNA, CCNP, JNCIA, OCI, MikroTik, Ciena or similar (Cisco, Juniper, Signaling). Solid experience with Cisco, Juniper, Ethernet/IP technologies, BGP, OSPF, MPLS, DWDM, Signaling, IPX/GRX. Strong knowledge of IP technologies and telecommunication layers (transmission, voice, roaming, Ethernet). Troubleshoot and resolve technical issues related to internet and cloud products, including Wavelengths, Ethernet, Smart IP VPN, International Voice, Signaling and optical fiber product. Excellent analytical and troubleshooting capabilities. Fluent in English (written and spoken) at a highly technical and professional level. Ability to handle multiple issues simultaneously and perform under stress. Excellent communication and collaboration skills. Adaptability to new routines, support systems, and technologies. Detail‑oriented with a knack for complex technical troubleshooting. You have worked with large network management. Understanding of different network architecture, components and signeting. Knowledge of VOIP, OSI model and Backbone network (Merit). A good understanding of a multi‑cultural environment and interest to work in such. An ambition to improve your work environment and routines. Interest in putting in the effort to connect with your team members to create a positive work environment. ITIL Knowledge. Basic Programming skills in Python, SQL etc. Project management experience. Lean, Six Sigma, BPM and/or other similar discipline. Preferred Qualifications Fluency in additional languages (e.g., Chinese, Spanish, French). ITIL Certification. Working Conditions Continuous 24/7/365 shift schedule, including On‑Call duty. What We Offer A dynamic and collaborative work environment. Opportunities for professional development and certification. Competitive salary and benefits package. A chance to work on cutting‑edge network technologies and contribute to global service improvements. If you meet the qualifications and are ready to take on new challenges, we would love to hear from you. Please submit your resume to #J-18808-Ljbffr