2nd Level Engineer B2B Tech Support 80-100%

At Sunrise, we think bigger, go further and create new ideas. For us working culture means achieving great things together. It's where respect and innovative ideas combine with real teamwork - every voice counts, every perspective makes us stronger. Our passion spurs us on to try new things and grow continuously. Sound like you? Then join our success story.

As a 2nd Level Engineer B2B Tech Support, you'll play a key role in resolving complex technical issues for our business customers. Working closely with internal teams and partners, you'll ensure high-quality support across our ICT services and network infrastructure.

YOUR CHALLENGE:

• Prioritize, troubleshoot and resolve 2nd level B2B technical issues for enterprise and large customers
• Lead and coordinate actions to restore customer infrastructures and services while ensuring maximum customer satisfaction
• Manage incidents, service requests, problems, and changes with internal and external stakeholders
• Communicate professionally with customers, partners, and internal teams
• Analyze and configure hardware and network infrastructure and oversee backbone maintenance coordination
• Guide 1st-level support and ensure ticket handling quality and SLA compliance
• Work in a 24/7 shift model, including on-call duties, nights, weekends, and holidays
   

YOUR SKILLS:

• Completed technical apprenticeship or equivalent experience in network technologies and ICT services
• Minimum 2-3 years of experience in technical customer support, ideally in an ISP or NOC environment
• Strong knowledge of OSI layers 1-3 (LAN/WAN, VOIP, ICT infrastructure), IP, routing, VPN, and Internet fundamentals
• High interest in ICT technologies with a proactive approach to learning and development
• Strong problem-solving skills, ability to work independently under pressure, and resilience in challenging customer situations
• Excellent communication and teamwork skills; able to explain complex topics clearly during coaching/training
• Willingness to work in a 24/7 shift model; fluent in German (C1) and proficient in English (B2). French and Italian would be a plus

At Sunrise, you'll be working in a dynamic and multinational environment where every voice is heard, perspectives are shared and values are lived. Diversity isn't just a program for us, it's part of our DNA. By celebrating our differences, we achieve great things together.

Sunrise has partnered with «Advance - Gender Equality in Business». We've also been awarded the Swiss LGBTI label and «Fair-ON-Pay Advanced» certification as recognition for offering all our employees equal pay for work of equal value.

Ready to rise to the challenge? Then join the team and actively shape our future!

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