Role Overview
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.
Key Responsibilities
Technical Skills -
- 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.
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.
