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.

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.

Must Haves:

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 Haves:

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.

Reason (Must Have):

Strong experience in Network Operations: Essential for effectively managing complex network environments and resolving incidents efficiently.
Experience supporting enterprise-scale network infrastructures: Necessary for understanding the complexities and requirements of large-scale networks.

Reason (Nice to Have):

Strong analytical and troubleshooting capabilities: Adds value by enhancing the quality of incident resolution and operational support.
Customer-oriented mindset: Helps maintain high customer satisfaction levels, which is crucial in support roles.

Level 2 Network Support Engineer (GCC Network Team)