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.