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.