Technical Support & Network Engineer

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.

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.

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.

• 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

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

• 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

• 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.

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.

• 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

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.



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