Network Managed Services Engineer (L2)

Quick Facts

• Role: Network Managed Services Engineer (L2)
• Level: Second-line (L2) support
• Focus: Monitoring, incident/request resolution, operational service delivery

Description

You’ll ensure clients’ IT infrastructure and systems remain operational by proactively monitoring, investigating, and resolving incidents and problems. You’ll review tickets and client requests, handle medium-complexity incidents as the go-to L2 support, and maintain accurate updates in the ticketing system. You’ll also support change management, initial escalation handling, automation initiatives, and quality audits.

Responsibilities

• Monitor work queues and perform operational tasks; update tickets with actions taken
• Identify, analyze, and log issues before they escalate
• Resolve incidents and requests of medium complexity and restore services within SLAs
• Communicate with clients and internal teams; provide clear risk identification and mitigation plans for changes
• Participate in shift handover by highlighting key tickets and critical upcoming tasks
• Escalate tickets when needed to Centres of Excellence (CoE) and other teams
• Collaborate with automation teams to optimize and automate routine tasks
• Coach Service Desk and L1 teams in technical and behavioral skills
• Establish monitoring for client infrastructure and lead/manage initial client escalations for operational issues
• Log change requests, execute approved maintenance activities, and audit tickets for quality
• Produce insights for trend analysis to find opportunities for automation and reduce ticket volume
• Support disaster recovery and related tasks when required

Requirements

• At least one technical certification in the relevant networking/security technologies
• Proficiency in technologies such as Pulse Secure SSL VPN, Palo Alto, Fortinet, and Cisco Nexus switches/routers/firewalls
• Experience working with ticketing tools and handling second-line support for medium complexity incidents/requests
• Bachelor’s degree in IT/Computing or equivalent qualification/experience
• English language level B2 or better
• Strong planning, adaptability, and resilience in a dynamic environment
• Effective communication and active listening with a client-centric approach
• Ability to work under pressure while maintaining a positive, client-first attitude

Benefits

• Opportunity to contribute to project work and service improvements from time to time
• Chance to work with automation initiatives to reduce routine workload
• Collaboration with automation teams and coaching of L1/L2 stakeholders