Job Description: Network Support Engineer – Level 2
Role Summary
The Level 2 Network Support Engineer provides advanced troubleshooting, maintenance, operational support fnetwork infrastructure. This role bridges the gap between Level 1 support (basic troubleshooting) Level 3/network engineering teams, ensuring network reliability, performance, security across all systems.
Key Responsibilities
Network Operations & Support
Monitmaintain routers, switches, firewalls, wireless controllers, load balancers.
Handle escalations from Level 1 support resolve moderate to complex network incidents.
Perform packet captures, log reviews, traffic analysis to identify root causes.
Manage network alerts through tools such as SolarWinds, Nagios, PRTG, Cisco Prime.
Troubleshooting & Incident Management
Diagnose LAN/WAN performance issues connectivity problems.
Escalate unresolved complex issues to Level 3 engineers vendors with detailed documentation.
Coordinate with service providers to resolve circuit ISP-related outages.
Perform root cause analysis (RCA) post-incident reports.
Configuration & Maintenance
Implement network changes, upgrades, patching under change management policies.
Configure VLANs, routing protocols (EIGRP, OSPF, BGP), ACLs, VPNs.
Maintain up-to-date network diagrams configuration backups.
Support VoIP, wireless, security integrations.
Documentation & Reporting
Maintain detailed documentation of incidents, changes, solutions in the ticketing system (e.g., ServiceNow, Jira, Remedy).
configuration management databases (CMDB).
Provide network performance availability reports to management.
Security & Compliance
Support implementation of security best practices—firewall rules, intrusion prevention, patch management.
Monitrespond to network security alerts.
Assist in periodic audits ensure compliance withganizational policies.
Collaboration & Knowledge Sharing
Work closely with Level 1 technicians to guide train them on advanced troubleshooting.
Collaborate with network engineers, systems teams, vendors to ensure infrastructure stability.
Contribute to knowledge base articles standard operating procedures (SOPs).
Required Skills & Competencies
Strong understanding of TCP/IP, DNS, DHCP, VLANs, routing, switching.
Hands-on experience with Cisco, Juniper, Fortinet, Palo Alto devices.
Familiarity with network monitoring tools (e.g., Wireshark, NetFlow, SNMP).
Understanding of ITIL processes (Incident, Problem, Change Management).
Excellent analytical communication skills.
Qualifications
Education: Bachelor’s degree in Computer Science, Information Technology, related field (equivalent experience).
Certifications (Preferred):
Cisco CCNA / CCNP
CompTIA Network+
Fortinet NSE 4 equivalent
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