Level 2 Network Support Engineer

Role Overview

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.

Key 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.

  • Ensure incident records are properly documented and maintained.

• Request & Work Order Management

  • Execute service requests and work orders related to network operations.

  • Perform standard operational activities such as configuration changes, access requests, policy updates, and network provisioning tasks.

  • Ensure all requests are completed within agreed service levels and operational procedures.

  • Maintain accurate documentation of completed activities.

• Operational Support & Service Continuity

  • Support daily network operations across global regions following a Follow-the-Sun support model.

  • Ensure service continuity through proactive operational management.

  • Participate in operational handovers between regions (APAC, EMEA, NAM/LAM).

  • Collaborate closely with internal teams, vendors, and service providers to ensure efficient service delivery.

• Knowledge Management & Documentation

  • Create, maintain, and improve operational documentation, runbooks, procedures, and knowledge articles.

  • Ensure troubleshooting guides remain accurate and up to date.

  • Contribute to knowledge sharing across the support organization.

• Continuous Improvement

  • Identify recurring issues and opportunities for operational improvements.

  • Support automation and process optimization initiatives.

  • Contribute to improving monitoring coverage, alert quality, and operational efficiency.

  • Participate in service reviews and operational improvement discussions.
    
    Technical Skills -
    
    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.