Summary
The Level 2 Network Support Engineer plays a critical role in ensuring the stability, availability, and performance of the global network infrastructure. This position provides advanced operational support across multiple network technologies, including LAN, Wi-Fi, Firewall, Zscaler, SD-WAN, and WAN services. The engineer is responsible for proactive monitoring, incident resolution, service request fulfillment, and operational support activities while maintaining high service quality and customer satisfaction. This is a hands-on, run-oriented role requiring strong technical troubleshooting capabilities, operational rigor, and a customer-focused mindset.
Main Responsibilities
- Monitoring & Supervision: Continuously monitor network services and infrastructure to proactively identify issues and performance degradation.
- Supervise the health and availability of LAN, Wi-Fi, Firewall, Zscaler, SD-WAN, and WAN environments.
- Analyze alerts and events generated by monitoring platforms.
- Perform initial diagnostics and corrective actions to restore service as quickly as possible.
- Escalate complex issues or recurring problems to Level 3 teams when required.
- Incident Management: Investigate and resolve incidents escalated from Level 1 support or detected through monitoring activities.
- Perform advanced troubleshooting across supported network technologies.
- Manage incidents throughout their lifecycle, ensuring timely communication and resolution.
- Participate in the management of Major Incidents (P1/P2) and support crisis resolution activities.
- Contribute to root cause analysis and corrective action implementation.
Key Requirements
- Strong experience in Network Operations or Network Support environments.
- Experience supporting enterprise-scale network infrastructures.
- Proven experience in incident management and operational troubleshooting.
- Strong knowledge of LAN and Switching technologies.
- Strong knowledge of Enterprise Wi-Fi environments.
- Experience with Firewall technologies (Palo Alto preferred).
- Experience with Zscaler solutions (ZIA / ZPA).
- Experience with SD-WAN environments.
- Understanding of WAN and Underlay connectivity services.
- Experience with network monitoring and observability tools.
- Understanding of ITIL processes and service management practices.
Nice to Have
- Strong analytical and troubleshooting capabilities.
- Customer-oriented mindset.
- Strong communication and collaboration skills.
- Ability to work effectively in a global and multicultural environment.
- Ability to manage priorities and work under pressure during critical incidents.
- Proactive and hands-on mindset.
- Ownership and accountability.
- Structured and detail-oriented.
- Team player with strong collaboration skills.
- Continuous improvement mindset.
Other Details
- Key Value of the Role: Ensure network service availability and operational stability.
- Deliver high-quality support and incident resolution.
- Maintain customer satisfaction through effective service delivery.
- Support a scalable and efficient global network operating model.
- Contribute to operational excellence and continuous improvement initiatives.