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.

Level 2 Network Support Engineer (GCC Network Team)