We are seeking a skilled L2 Network Support Engineer to join our Network Operations Center
(NOC) team. This role is responsible for advanced troubleshooting, incident management, and
operational coordination to ensure the stability, performance, and availability of network and
infrastructure environments.
As an L2 Engineer, you will act as the primary escalation point for Level 1 support teams, taking
ownership of complex incidents and coordinating with L3 engineering teams during major
service disruptions. The role requires strong technical problem-solving skills, structured incident
handling, and the ability to operate effectively in a fast-paced 24×7 support environment.
Key Responsibilities
Incident Management & Resolution
Take ownership of incidents escalated from L1 support teams.
Investigate and resolve P1/P2 network and infrastructure incidents within defined SLA
timelines.
Maintain detailed incident timelines, logs, and documentation for operational visibility
and reporting.
Ensure incidents are managed according to severity and escalation frameworks
(P1–P4).
Advanced Network Troubleshooting
Diagnose And Resolve Issues Related To
- Network connectivity and routing
- Edge infrastructure environments
- System and platform dependencies
Perform root cause analysis using system logs, monitoring tools, and performance
metrics.
Execute approved remediation steps and recovery procedures.
Escalation & Coordination
Perform deep technical triage before escalating issues to L3 engineering teams.
Clearly define the problem scope, business impact, and affected systems.
Provide relevant logs, metrics, and troubleshooting evidence to enable faster resolution.
Collaborate with cross-functional teams to restore services quickly.
Major Incident Management
Support and coordinate operational response during critical (P1/P2) incidents.
Facilitate technical communication between engineering teams.
Provide timely updates to stakeholders and operations teams during incident
resolution.
Continuous Service Improvement
Participate in post-incident reviews and root cause analysis.
Identify recurring incidents and contribute to preventive improvements and monitoring
optimization.
Support the development and enhancement of runbooks and operational procedures.
Required Skills
Strong understanding of network fundamentals (TCP/IP, DNS, routing, switching).
Hands-on experience troubleshooting network connectivity and infrastructure issues.
Familiarity with monitoring tools, alerting systems, and infrastructure telemetry.
Experience working with incident management and ticketing systems.
Ability to analyze system logs, alerts, and performance metrics.
Strong analytical, troubleshooting, and documentation skills.
Excellent communication skills to collaborate with internal teams and external
stakeholders.
Tools & Technologies
Monitoring & Telemetry Platforms
Ticketing Systems: Zenduty, Microsoft Dynamics 365, Zoho Desk
Collaboration Tools: Microsoft Teams
Preferred Certifications
CCNA – Cisco Certified Network Associate
CompTIA Network+
ITIL Foundation
Linux or Cloud certifications are considered an advantage.
Work Environment
24×7 NOC operations environment.
Willingness to work rotational shifts including nights, weekends, and holidays.
Ability to perform effectively in high-pressure operational situations.
