Network Support Expert (m/w/d)

Reporting to the Operations Department and working within the Customer Service organization, you will play a key role in analyzing, diagnosing, and resolving complex incidents related to network infrastructures and the interconnection of our business solutions.
Key Responsibilities:
Analyze, diagnose, and resolve complex network incidents affecting our solutions and customer environments, including LAN, WAN, VPN, Wi-Fi, security and site-to-site connectivity.
Use network monitoring and diagnostic tools such as Wireshark, Nmap, and network supervision platforms to identify, qualify, and locate anomalies.
Analyze logs and metrics from cloud platforms, particularly through Azure Monitor and Azure Log Analytics, to troubleshoot incidents and optimize network performance.
Perform network testing, audits, and performance analysis to identify the root causes of incidents and service degradation.
Produce detailed incident reports, document investigations, and provide recommendations to prevent recurrence.
Take ownership of incidents through to full resolution, coordinating with internal teams and external partners when required.
Maintain and continuously improve the technical knowledge base, including troubleshooting procedures and diagnostic guides.
Train and support internal teams on network troubleshooting best practices and incident resolution techniques.
Education:
Bachelor's degree or equivalent in Computer Science, Networking, Telecommunications or a related field
Experience:
Significant experience in network administration, monitoring, troubleshooting, and advanced technical support.
Strong knowledge of network architectures and protocols, including TCP/IP, VLAN, VPN, Wi-Fi, and related technologies.
Advanced hands-on experience with Wireshark and network analysis tools such as Nmap, monitoring platforms, and equivalent diagnostic solutions.
Proven experience in diagnosing and resolving complex network incidents, including security-related issues and network performance optimization.
Strong ability to analyze logs and metrics in cloud environments, particularly using Azure Monitor and Azure Log Analytics.
Good knowledge of cloud, virtualization, and hybrid environments, including Azure and VMware
Mandatory certifications: Microsoft Azure Fundamentals (AZ-900) or equivalent, and Cisco Certified Network Professional (CCNP) or equivalent.
Skills/Abilities:
Customer-oriented working style
Good communication skills
Friendly and strong team player
Curious, eager to learn, and motivated to contribute to innovative technical projects
Excellent German and English skills, both written and spoken

Employment type
Full-time

Work arrangement
Hybrid