Job Description – Level 2 Network Support Engineer (GCC Network Team)

Summary

The Level 2 Network Support Engineer plays a critical role in ensuring the stability, availability, and performance of the global network infrastructure. This position provides advanced operational support across multiple network technologies, including LAN, Wi-Fi, Firewall, Zscaler, SD-WAN, and WAN services. The engineer is responsible for proactive monitoring, incident resolution, service request fulfillment, and operational support activities while maintaining high service quality and customer satisfaction. This is a hands-on, run-oriented role requiring strong technical troubleshooting capabilities, operational rigor, and a customer-focused mindset.

Responsibilities:

• Monitoring & Supervision: Continuously monitor network services and infrastructure to proactively identify issues and performance degradation.
• Supervise the health and availability of LAN, Wi-Fi, Firewall, Zscaler, SD-WAN, and WAN environments.
• Analyze alerts and events generated by monitoring platforms.
• Perform initial diagnostics and corrective actions to restore service as quickly as possible.
• Escalate complex issues or recurring problems to Level 3 teams when required.
• Incident Management: Investigate and resolve incidents escalated from Level 1 support or detected through monitoring activities.
• Perform advanced troubleshooting across supported network technologies.
• Manage incidents throughout their lifecycle, ensuring timely communication and resolution.
• Participate in the management of Major Incidents (P1/P2) and support crisis resolution activities.
• Contribute to root cause analysis and corrective action implementation.
• Ensure incident records are properly documented and maintained.
• Request & Work Order Management: Execute service requests and work orders related to network operations.
• Perform standard operational activities such as configuration changes, access requests, policy updates, and network provisioning tasks.
• Ensure all requests are completed within agreed service levels and operational procedures.
• Maintain accurate documentation of completed activities.
• Operational Support & Service Continuity: Support daily network operations across global regions following a Follow-the-Sun support model.
• Ensure service continuity through proactive operational management.
• Participate in operational handovers between regions (APAC, EMEA, NAM/LAM).
• Collaborate closely with internal teams, vendors, and service providers to ensure efficient service delivery.
• Knowledge Management & Documentation: Create, maintain, and improve operational documentation, runbooks, procedures, and knowledge articles.
• Ensure troubleshooting guides remain accurate and up to date.
• Contribute to knowledge sharing across the support organization.
• Continuous Improvement: Identify recurring issues and opportunities for operational improvements.
• Support automation and process optimization initiatives.
• Contribute to improving monitoring coverage, alert quality, and operational efficiency.
• Participate in service reviews and operational improvement discussions.

Must Haves:

• Strong experience in Network Operations or Network Support environments.
• Experience supporting enterprise-scale network infrastructures.
• Proven experience in incident management and operational troubleshooting.
• Strong knowledge of LAN and Switching technologies.
• Strong knowledge of Enterprise Wi-Fi environments.
• Experience with Firewall technologies (Palo Alto preferred).
• Experience with Zscaler solutions (ZIA / ZPA).
• Experience with SD-WAN environments.
• Understanding of WAN and Underlay connectivity services.
• Experience with network monitoring and observability tools.
• Understanding of ITIL processes and service management practices.

Nice to Haves:

• Strong analytical and troubleshooting capabilities.
• Customer-oriented mindset.
• Strong communication and collaboration skills.
• Ability to work effectively in a global and multicultural environment.
• Ability to manage priorities and work under pressure during critical incidents.
• Proactive and hands-on mindset.
• Ownership and accountability.
• Structured and detail-oriented.
• Team player with strong collaboration skills.
• Continuous improvement mindset.

Other Details:

• Key Value of the Role: Ensure network service availability and operational stability.
• Deliver high-quality support and incident resolution.
• Maintain customer satisfaction through effective service delivery.
• Support a scalable and efficient global network operating model.
• Contribute to operational excellence and continuous improvement initiatives.

Reason (Must Have):

• Strong experience in Network Operations: Essential for effectively managing complex network environments and resolving incidents efficiently.
• Experience supporting enterprise-scale network infrastructures: Necessary for understanding the complexities and requirements of large-scale networks.

Reason (Nice to Have):

• Strong analytical and troubleshooting capabilities: Adds value by enhancing the quality of incident resolution and operational support.
• Customer-oriented mindset: Helps maintain high customer satisfaction levels, which is crucial in support roles.

Trust Score:

Score: High Evidence: Detailed responsibilities, specific technologies listed, and quantified experience levels enhance clarity for precise sourcing.

Sourcing Guidance / Clarifications Needed:

The job description provides good technical clarity for sourcing. Consider these potential recommendations to enhance the search:

1. Recommendation: Search for candidates with skills in both LAN and Firewall technologies. Rationale: These skills are often found together in complex network environments and can provide more comprehensive candidates.
2. Recommendation: Look for experience with automation tools alongside network troubleshooting. Rationale: Automation expertise can significantly improve operational efficiency and contribute to the continuous improvement initiatives mentioned.
3. Recommendation: Consider candidates with experience in multi-cloud environments. Rationale: Experience in managing services across cloud platforms will lend valuable insight into a diverse network infrastructure.