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.

Main 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.

Key Requirements

• 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 Have

• 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.