Overview:

We are seeking an experienced L2 WAN Support Engineer to provide in-depth operational support for our client's global Wide Area Network (WAN) infrastructure. The ideal candidate will have 5+ years of hands-on experience in network support, especially with routing protocols like BGP, and be capable of resolving critical incidents independently. This role involves direct client interaction, managing escalation queues, and collaborating with internal and external teams to ensure high network uptime and performance.

Key Responsibilities:

Provide Level 2 support for WAN incidents, including in-depth troubleshooting of routers, links, and routing protocols (especially BGP).
Provide operational support for global WAN infrastructure in a 24/7 setup.
Monitor and manage global WAN infrastructure using NMS and ticketing tools.
Respond to and resolve escalation tickets within SLA timelines.
Perform configuration changes and route tuning on Cisco and Juniper devices.
Coordinate with ISPs and vendors for WAN link issues and performance concerns.
Participate in shift handovers, maintain incident logs, and prepare root cause analysis (RCA) reports.
Assist in implementing changes, migrations, or upgrades as part of planned maintenance.
Act as a point of contact during critical network outages and lead incident resolution calls.
Work closely with L1 teams to guide escalations and provide technical oversight.

Must-Have Skills:

Bachelor Degree in Engineering / Computer Science (or related field).
5–7 years of experience in WAN/network support roles.
Strong knowledge of Routing & Switching, with hands-on experience in BGP.
Proficient in troubleshooting WAN issues across Cisco/Juniper platforms.
Experience working in a 24/7 global support environment.
Valid CCNA certification (CCNP preferred).
Strong documentation and communication skills (client-facing role).
Ability to manage high-priority incidents under pressure.

Good-to-Have Skills:

CCNP or equivalent certification.
Experience with network automation or scripting (Python/Shell).
Familiarity with cloud networking (AWS Direct Connect, VPNs, etc.).
Exposure to tools like SolarWinds, PRTG, Wireshark, or equivalent.
Understanding of ITIL processes and RCA practices.

Support Engineer WAN - L2