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.