You provide advanced technical support for enterprise customers, ensuring timely resolutions and effective communication while managing incidents and guiding first-level support.
Anforderungen
- •Completed technical apprenticeship or equivalent experience
- •Minimum 2–3 years in technical customer support
- •Strong knowledge of OSI layers 1–3
- •High interest in ICT technologies
- •Strong problem-solving skills
- •Excellent communication and teamwork skills
- •Willingness to work in a 24/7 shift model
- •Fluent in German (C1) and proficient in English (B2)
Deine Aufgaben
- •Troubleshoot and resolve B2B technical issues.
- •Lead actions to restore customer services.
- •Manage incidents and service requests efficiently.
- •Communicate with customers and internal teams.
- •Analyze and configure network infrastructure.
- •Guide first-level support and ensure quality.
- •Work in a 24/7 shift model with on-call duties.
Original Beschreibung
# 2nd Level Engineer B2B Tech Support 80-100%
**Zurich (Headquarter)** | **Full time**
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.
**#ChallengersWanted**
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