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