Level 2 Network Support Engineer

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 demands a strong background in network operations and expertise in enterprise-scale network environments.

Main Responsibilities

• 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.

• Investigate and resolve incidents escalated from Level 1 support.

• Manage incidents throughout their lifecycle, ensuring timely communication and resolution.

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

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

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

• Identify recurring issues and opportunities for operational improvements.

Key Requirements

• Strong experience in Network Operations or Network Support environments.

• Experience supporting enterprise-scale network infrastructures.

• 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).

• Understanding of ITIL processes and service management practices.

Nice to Have

• Experience with SD-WAN environments.

• Experience with network monitoring and observability tools.

• Strong analytical and troubleshooting capabilities.

• Customer-oriented mindset.

Other Details

The position employs a global perspective, supporting teams across the APAC, EMEA, and NAM/LAM regions within the GCC Network Team, utilizing a Follow-the-Sun support model for effective operations.
the position is based in Pune and follows a hybrid working model. We are currently looking for immediate joiners who can join the team at the earliest.