Technical Support & Network Engineer

WHAT WE’RE ALL ABOUT: Any company can tell you about how they are a multi award winning, market leading business and yes, we are both of those things in the world of IoT connectivity!  But we’re more than that. 🌍✨ Our mission? To make IoT management a breeze for any device, anywhere. With over 10 million IoT subscriptions active in 165 countries and direct partnerships with 50 mobile networks, we connect you to more than 750 networks worldwide, delivering unmatched value across the IoT connectivity chain. Innovation is in our DNA, and we have an insatiable hunger to ‘wow’! 🚀 While we may not always get it right, our drive to collaborate, innovate, and achieve top-notch customer satisfaction never wavers. We offer industry expertise, stellar service support, and the most flexible, resilient, and secure connectivity solutions on the market. Our expertise spans across various sectors, including industry, agriculture, healthcare, security, transport, utilities, and smart cities. IOT… A FANCY ACRONYM OR A SECRET CODE? The Internet of Things (IoT) is like the magical glue that keeps the world connected! 🌐✨ From ordering your favourite takeaway to the ANPR technology that helps you find a parking spot, IoT is everywhere—even if you don’t realize it. At Wireless Logic, we provide cutting-edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected.   Vacancy: Technical Support & Network Engineer (Medior/Senior) Location: Eindhoven (Full-time, 40 hours per week, office-based, 5 days a week) Reports to: Head of Operations   About Operations at Wireless Logic Benelux Let's help our customers succeed, together. Operations exists to enable our customers' success by delivering reliable, secure and scalable connectivity solutions. We bridge the gap between what our customers want to achieve, what Sales sells, what Development builds and what customers ultimately experience. By doing so, we ensure that Wireless Logic delivers on its promises as one unified organisation. We do not see Operations as a ticket-handling department. We are a technical knowledge partner for both our customers and our colleagues. We look beyond today's solution by considering risk, scalability, security and the overall impact on our services. We take ownership, remain calm under pressure and continuously improve the way we work, so our customers can rely on us when it matters most.   About the role As a Technical Support & Network Engineer, you are the primary technical point of contact for customers and internal teams regarding IoT connectivity, networking, hardware and VPN solutions. You combine strong technical expertise with a customer-first mindset. You investigate complex technical issues, advise customers on the most suitable solutions and ensure that incidents are not only resolved quickly, but prevented from recurring wherever possible. This role goes well beyond traditional technical support. You work alongside customers, provide advice on network configurations and solution architecture, identify commercial opportunities and collaborate closely with colleagues to continuously improve our services. We are looking for a medior/senior engineer with proven networking experience or a strong ambition to further develop in this field. Wireless Logic actively invests in your professional growth through training, certifications and development programmes. Experience with Palo Alto is an advantage, but certainly not a requirement.   Technologies you will work with * 4G and 5G IoT connectivity * SIM management through various management portals * Cisco platforms * Palo Alto Firewalls (preferred) * Teltonika, Cisco, Advantech and other industrial routers * IPsec VPNs and Remote Access VPNs * Networking technologies including IP, DNS, DHCP, NAT and Routing * Logging, monitoring and troubleshooting tools * Various internal management portals and platforms   Key responsibilities You will be responsible for receiving, investigating and resolving technical support requests via phone, email and our ticketing system, including: * SIM cards and mobile connectivity * Hardware configuration of routers, gateways and modems * First and second-line support for IPsec and Remote Access VPN solutions In addition, you will: * Configure hardware according to internal standards and customer requirements * Analyse log files and independently determine the root cause of technical issues * Support customers with VPN configurations and network connectivity * Liaise with our UK headquarters regarding technical escalations and support * Work with various internal management systems and portals * Advise customers on suitable technical solutions and configurations * Identify commercial opportunities during customer interactions and coordinate these with Sales * Document solutions and findings within the ticketing system * Contribute to knowledge base articles, documentation and internal work instructions * Collaborate with Customer Success, Support, Network Operations, SysOps, Development and Sales to implement structural improvements * Handle customer data and network access in accordance with our security policies   What you bring Experience * At least 2 years of experience within a technical support or helpdesk environment * Experience investigating and resolving technical issues through structured analysis and independent troubleshooting * You take ownership of your own customer cases and actively manage progress * You proactively keep customers informed and independently coordinate with suppliers and external parties whenever required   Knowledge and skills * Solid understanding of IP, DNS, DHCP, NAT, Routing and VPN technologies * Experience configuring routers and 4G/5G networking equipment * Familiarity with IPsec, Remote Access VPN and Hairpin VPN concepts * Experience with Palo Alto is considered an advantage * Ability to analyse log files and identify technical root causes * Able to explain technical concepts clearly to both technical and non-technical audiences * Analytical, accurate and solution-oriented We do not expect you to know everything from day one. More importantly, we value curiosity and the ability to make effective use of every available source of knowledge, including colleagues, suppliers, documentation, AI tools and publicly available technical resources, to deliver the best possible solution for our customers.   Personal qualities You are someone who takes ownership and enjoys being responsible for your own work. You take initiative rather than waiting for others, think ahead and are comfortable making decisions. At the same time, you recognise when collaboration or escalation is the right approach. You look beyond simply resolving incidents and consider long-term solutions, customer impact and the wider implications for the organisation. You enjoy working within a close-knit team where sharing knowledge comes naturally and colleagues actively help each other succeed.   Requirements * MBO+/HBO working and thinking level, preferably in ICT, Networking or a related discipline * Excellent command of the Dutch language * Good command of the English language, both spoken and written * Own transportation to our Eindhoven office (not dependent on public transport) * Willing to work from our Eindhoven office five days per week   Career development We actively invest in people who want to grow. Depending on your ambitions and development, we offer training, certifications and professional development in networking, security, VPN technologies and IoT connectivity. Over time, you will have the opportunity to further develop your skills within Network Operations. You will be trained to support our Network Operations Engineers during holidays, absences and peak periods. This allows you to broaden your technical expertise and contribute to more complex networking challenges, while your primary role remains that of a Technical Support & Network Engineer. #LI-Onsite #LI-CG1 We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home. We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process, but we are currently excited to have our employees experience our office culture as much as possible.   Wireless Logic Group unites and brings people together. We accomplish this when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture we aim to reflect the world’s diverse voices both internally and externally to ensure success in our mission.   By applying for this role, you are consenting for us to hold and process your data in compliance with the General Data Protection Regulations. If you have any questions or wish to exercise your right to access, erase or restrict the holding or processing of your data please contact us (recruitment@wirelesslogic.com) and we will respond to your query as soon as possible.