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.
