Network Engineer - Level 2 Support

Network Engineer

Job Description: Network Engineer (L2 Support – Shift-Based 24x5)

Role Overview

We are seeking a Network Engineer (L2 Support) to join our global Network Operations team. This role is responsible for providing advanced technical support, resolving complex network incidents, and ensuring stability, performance, and continuous improvement of the network infrastructure.

This is a shift-based hybrid role with office presence, requiring coverage across a 24x5 operational model and support for global network infrastructure and services, with occasional after-hours activities for complex changes or critical tasks.

Key Responsibilities

• Provide L2 network support by handling escalations from the users via ticketing tools and e-mails, perform monitoring activities, troubleshooting and resolution
• Take ownership of complex incidents, ensuring timely resolution within agreed SLAs
• Perform in-depth diagnostics and root cause analysis for network issues (LAN, WAN, SD-WAN, Wi-Fi, Internet, DNS, firewall)
• Drive incident resolution end-to-end, including coordination with L3 teams, vendors, and ISPs
• Review, validate, and execute non-standard and complex changes following change management processes
• Participate actively in major incident management, including leading technical bridge calls when required
• Ensure problem management activities, including identifying recurring issues and driving permanent fixes
• Maintain and improve network documentation, runbooks, and knowledge base articles
• Support and optimize network monitoring tools and alerting thresholds
• Contribute to service improvement initiatives, automation, and operational efficiency

Shift Requirements

• This is a shift-based role within a 24x5 support model, including:
  • Day, evening, and night shifts
  • Weekend and holiday coverage (as per rotation schedule)
• Strong requirement for effective handover communication between shifts
• Flexibility to adapt to rotational schedules across time zones

Required Skills & Qualifications

Technical Skills

• Strong understanding of:
  • Routing & Switching (BGP, OSPF, VRF, VLANs, STP)
  • WAN / SD-WAN technologies
  • DNS and DHCP services
  • Network security (VPNs, Firewalls, NAT, ACLs)
• Hands-on experience with:
  • Cisco, Palo Alto, Juniper environments, Infoblox
• Ability to:
  • Analyze packet captures and logs
  • Troubleshoot performance, routing, and connectivity issues end-to-end
• Experience with network monitoring and ITSM tools (e.g., ServiceNow, Azure DevOps, OpManager)

Experience

• 5+ years of experience in network support / NOC / IT operations
• Proven experience in handling complex incidents and escalations
• Experience in a shift-based or 24x5 support environment

Soft Skills

• Strong analytical and problem-solving skills
• Ability to work independently and take technical ownership
• Excellent communication and stakeholder management skills
• Ability to perform under pressure in a high-availability environment
• Proficiency in written and spoken English

Nice-to-Have

• Certifications such as CCNP or equivalent
• Experience with cloud networking (Azure, AWS)
• Experience working with global teams and external vendors

• Continuous improvement of network stability, documentation, and processes

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