Job Description: Network Support Engineer – Level 2

Role Summary

The Level 2 Network Support Engineer provides advanced troubleshooting, maintenance, and operational support for network infrastructure. 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).

• Certifications (Preferred):

• Cisco CCNA / CCNP

• CompTIA Network+

• Fortinet NSE 4 or equivalent