Network Support Engineer

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.

Location: Pune

Mode: Hybrid

Client: GCC chemical-based industry

Main Responsibilities

• 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.

• 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.

• Support daily network operations across global regions following a Follow-the-Sun support model.

• Collaborate closely with internal teams, vendors, and service providers to ensure efficient service delivery.

Key Requirements

• Expert knowledge in Enterprise Wi-Fi environments

• Expert knowledge in Firewall technologies

• Expert knowledge in SD-WAN

• Expert knowledge in Zscaler solutions

• Expert knowledge in LAN and Switching

• Expert knowledge in ITIL

• Expert knowledge in WAN and Underlay