Description

Your responsibilities

As part of the Business Customer Care team, you will:

• Provide Level 2 technical support for enterprise customers, working closely with Level 1 (customer service) and in coordination with Level 3 (experts and external partners).
• Troubleshoot, analyze and resolve complex issues across IT and telecom environments (fixed, mobile, data, VoIP, networks).
• Ensure professional communication and direct interaction with enterprise customers throughout the incident resolution process.
• Interact with Level 3 experts during troubleshooting sessions. Learn from troubleshooting cases and develop/enhance associated procedures in coordination with Level 3.
• Participate in the integration, configuration, and optimization of IT & telecom solutions.
• Contribute to technical documentation and knowledge transfer to Level 1 support.
• Maintain high customer satisfaction through proactive communication and technical expertise.
• Maintain your knowledge via self-learning, online courses and exchanges with technical teams.

Your profile

• Degree in IT, Telecommunications, or equivalent experience.
• Proven experience (3-5 years) in Level 2 technical support, ideally in telecom or IT environments.
• Strong knowledge in the following areas:
  • IP networks, LAN/WAN, VPN, SD-WAN, security (firewall, routing, switching).
  • VoIP, SIP, SIP-trunk and enterprise telephony solutions.
  • Windows/Linux operating systems.
  • Monitoring and ticketing tools.
• Strong analytical and troubleshooting skills.
• Strong appetite to learn new technologies
• French or German mother tongue; excellent communication skills in English (Italian is a plus).
• Customer-oriented mindset, team player, and ability to work independently.

What we offer

• A stimulating work environment within a growing business division.
• Direct exposure to enterprise customers, playing a key role in their satisfaction and loyalty.
• Opportunities to grow your technical expertise with experienced teams.
• A wide variety of innovative projects in the IT & telecom fields.
• Competitive salary and benefits package.

Location

Position based in Biel, with occasional travel to enterprise customer sites.

Application

Please apply online your complete application (CV, cover letter, and certificates).
Only online applications will be considered.