At Sunrise, we think bigger, go further and create new ideas. Our working culture means achieving great things together, where respect and innovative ideas combine with real teamwork. Every voice counts and every perspective makes us stronger. Our passion drives us to try new things and grow continuously. As a 1st Level Engineer Specialist, you will be responsible for the design, engineering, and support of enterprise network solutions for B2B customers, ensuring high availability, security, and performance of network services while collaborating closely with internal teams and stakeholders. The role contributes to the continuous optimization and reliability of complex network environments.
Tasks
- Independently handle and manage 1st & 2nd-level B2B advanced technical support issues, including acceptance, prioritization, and end-to-end ownership of assigned trouble tickets of business customers
- Initiate, lead, and coordinate technical and administrative measures, as well as manage incidents, service requests, problems, and changes in collaboration with internal and external stakeholders
- Ensure professional and competent communication with customers, partners, and internal departments, and provide guidance to 1st-level support teams to improve overall support quality
- Analyze, configure, and troubleshoot Customer Premises Equipment (CPE) such as modems, routers, and related network devices
- Coordinate internal and external entities to restore and maintain monitoring and maintenance operations within the backbone environment
- Ensure SLA compliance, customer satisfaction, and support continuous improvement initiatives
- Participate in 7×24 shift operations and perform on-call duties, including nights, weekends, Sundays, and public holidays
Requirements
- Completed technical apprenticeship, relevant further education, or several years of professional experience, including at least 2–3 years in technical customer support
- In-depth knowledge of network technologies and ICT services, including OSI layers 1–3, LAN/WAN, VoIP, IP, routing, VPN, and Internet fundamentals, ideally within an ISP/NOC environment
- Strong interest in ICT technologies with motivation to continuously develop expertise in both breadth and depth, combined with strong analytical and network-oriented thinking
- Independent, reliable, and structured way of working, with resilience and the ability to perform under pressure and handle challenging customer situations
- Open-minded, communicative, and solution-oriented personality, with proven ability to communicate professionally with customers, partners, and internal departments
- Ability to explain complex technical topics in a clear and recipient-friendly manner, including coaching and knowledge transfer to colleagues
- Physical and mental suitability for 7×24 shift operations
- Very good written and spoken German (minimum C1), good English (minimum B2), good French (minimum B2)
Benefits
- Work in a dynamic and multinational environment where every voice is heard, perspectives are shared and values are lived
- Diversity is part of the DNA, with differences celebrated to achieve great things together
- Sunrise has partnered with «Advance – Gender Equality in Business»
- Swiss LGBTI label and «Fair-ON-Pay Advanced» certification for equal pay for work of equal value
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