Technology Support Engineer

Technology Support Engineer

Project Role : Technology Support Engineer
Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.
Must have skills : Network Infrastructures
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Job Summary:
The Level 2 Enterprise Network Operations Center (NOC) Engineer plays a critical role in the continuous monitoring, management, and maintenance of the company's enterprise network infrastructure. This position involves handling more complex network issues, providing advanced technical support, and ensuring high network performance and reliability. The Level 2 NOC Engineer collaborates closely with Level 1.5 & 2 support, network engineers, and other IT teams to maintain optimal network operations.
Key Responsibilities:
Continuously monitor network performance and health using advanced network management tools.
Analyze network alerts and incidents, identifying potential issues before they impact operations.
Troubleshoot and resolve escalated network issues, including hardware, software, and connectivity problems.
Provide advanced technical support for complex network incidents, ensuring timely resolution.
Perform scheduled maintenance activities, including firmware upgrades, patching, and configuration changes.
Maintaining network infrastructure consisting of network devices such as Cisco routers/switches, Cisco Wireless, Extreme Wireless, F5 Load Balancers, Cisco ACI, VMware AVI, CradlePoint Routers, Packet capturing tools, Cisco ISE, Infoblox, Cisco SD-WAN, NetGate, Microsemi Time Server.
Analyze network performance data to identify and implement optimization opportunities.
Maintain detailed records of network incidents, changes, and maintenance activities.
Generate comprehensive reports on network performance, incidents, and resolutions for management.
Work closely with Level 1.5 support to provide guidance and assistance in resolving network issues.
Escalate unresolved or critical issues to Level 3 support or network engineers as necessary.
Provide training and mentorship to Level 1.5 NOC staff to enhance their technical skills and knowledge.
Share best practices and promote a culture of continuous improvement within the NOC team.
Stay current with emerging network technologies and industry trends.
Participate in professional development activities to enhance technical expertise.
Identify automation scope within project deliverables.



Must Have Skills/Qualifications:
Educational Qualifications: BE, BTech.
Technology Certifications: CCNA/CCNP (must have), CCDP (good to have), CCIE (good to have)
Proven experience in a network operations center or a similar network support role.
Strong knowledge of network protocols, hardware, and software.
Proficiency with network monitoring and management tools (e.g., SNOW, Infoblox, Netbrain, PRTG).
Strong understanding of networking concepts, including routing, switching, Wireless LANs, VPNs, and firewalls.
Experience with network troubleshooting and incident management.
Strong analytical and problem-solving skills.
Excellent communication and teamwork abilities.
Good understanding of the emerging network technology trends