Level 2 Network Support Engineer

Summary: The Level 2 Network Support Engineer plays a crucial role in maintaining the performance and reliability of global network infrastructure within the organization, focusing on advanced operational support and customer satisfaction.

Location: Pune

Mode: 3 days a week (Godrej Koregaon Park, Mundhwa, Pune)

Main Responsibilities:

• Continuously monitor network services and infrastructure to identify issues proactively.

• 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 quickly.

• Escalate complex issues to Level 3 teams when necessary.

• Investigate and resolve escalated incidents from Level 1 support.

• Manage incidents throughout their lifecycle, ensuring effective communication.

• Handle Major Incidents (P1/P2) and support crisis resolution activities.

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

• Support operational activities such as configuration changes and network provisioning.

• Ensure service continuity through operational management.

• Create and maintain operational documentation and knowledge articles.

• Identify opportunities for operational improvements and contribute to automation initiatives.

Key Requirements:

• Strong experience in Network Operations or Network Support environments.

• Proven incident management and operational troubleshooting experience.

• Knowledge of LAN and Switching technologies.

• Knowledge of Enterprise Wi-Fi environments.

• Experience with Firewall technologies, especially Palo Alto.

Nice to Have:

• Experience with Zscaler solutions (ZIA / ZPA).

• Experience with SD-WAN environments.

• Understanding of WAN and Underlay connectivity services.

• Experience with network monitoring tools.

• Understanding of ITIL processes and service management practices.

Other Details: This role focuses on maintaining high network availability and performance. Ideal for candidates looking for opportunities in a remote or flexible work environment, with an emphasis on collaboration and continuous improvement in network operations.