Summary: The Level 2 Network Support Engineer plays a crucial role in maintaining the performance and reliability of global network infrastructure within the organization, focusing on advanced operational support and customer satisfaction.
Location: Pune
Mode: 3 days a week (
Godrej Koregaon Park, Mundhwa, Pune)
Main Responsibilities:
- Continuously monitor network services and infrastructure to identify issues proactively.
- 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 quickly.
- Escalate complex issues to Level 3 teams when necessary.
- Investigate and resolve escalated incidents from Level 1 support.
- Manage incidents throughout their lifecycle, ensuring effective communication.
- Handle Major Incidents (P1/P2) and support crisis resolution activities.
- Execute service requests and work orders related to network operations.
- Support operational activities such as configuration changes and network provisioning.
- Ensure service continuity through operational management.
- Create and maintain operational documentation and knowledge articles.
- Identify opportunities for operational improvements and contribute to automation initiatives.
Key Requirements:
- Strong experience in Network Operations or Network Support environments.
- Proven incident management and operational troubleshooting experience.
- Knowledge of LAN and Switching technologies.
- Knowledge of Enterprise Wi-Fi environments.
- Experience with Firewall technologies, especially Palo Alto.
Nice to Have:
- Experience with Zscaler solutions (ZIA / ZPA).
- Experience with SD-WAN environments.
- Understanding of WAN and Underlay connectivity services.
- Experience with network monitoring tools.
- Understanding of ITIL processes and service management practices.
Other Details: This role focuses on maintaining high network availability and performance. Ideal for candidates looking for opportunities in a remote or flexible work environment, with an emphasis on collaboration and continuous improvement in network operations.
