Network Support Expert (m/w/d)

About us

VusionGroup empowers retailers to turn their physical stores into powerful digital assets, more automated, data-driven, AI enabled and connected, by leveraging our IoT Cloud technology.

At VusionGroup, our business plan sets out ambitious, company-wide goals; we see growth as a challenge and innovation as a core component of our development strategy and our rapid international expansion. As a result, all our employees are given responsibility quickly and their careers progress in line with changes in the Group.

Joining VusionGroup means working for the world’s leading supplier of electronic shelf labels for large-scale retailers and helping to build the history of our trailblazing business. It means believing in the business plan and sharing the ambitions of a fast-changing, internationally-focused company. Thanks to the talent and the dedication of our multidisciplinary, multicultural teams, VusionGroup is enjoying unrivaled growth. We are entrepreneurs: VusionGroup is being built for entrepreneurs, by entrepreneurs. We believe entrepreneurship is a calling and our mission is to empower.

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.

Experience

Mandatory certifications: Microsoft Azure Fundamentals (AZ-900) or equivalent, and Cisco Certified Network Professional (CCNP) or equivalent.

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.

Requirements

Bachelor's degree or equivalent in Computer Science, Networking, Telecommunications or a related field; 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; 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