L2 Network Engineer

We are looking for skilled L2 Network Engineers to join our team and provide expert technical support, manage network incidents, and ensure seamless service delivery for our customers.

We are looking for skilled L2 Network Engineers to join our team and provide expert technical support, manage network incidents, and ensure seamless service delivery for our customers. You will be responsible for handling complex network issues, ensuring adherence to SLAs, and supporting network infrastructure. This role offers an exciting opportunity to work with cutting-edge technologies and to contribute to our mission of delivering excellent service.

Key Responsibilities:

• Efficiently manage the ticketing system to track, update, and resolve customer cases on a daily basis.
• Acknowledge and address incidents within agreed SLAs to ensure timely resolution.
• Provide expert-level technical support to restore service or maintain service delivery.
• Collaborate with cross-functional teams for case escalation, either remotely or on-site, to ensure seamless issue resolution.
• Monitor service level agreements (SLAs) to guarantee all requests and incidents are resolved within the defined timeframes.
• Assist with the resolution of customer escalations, maintaining service continuity and satisfaction.
• Incident Management
• Effectively manage customer issues or requests related to network infrastructure, following standard incident management processes and SLAs.
• Work with network technologies such as Aruba, Cisco, Juniper, and others to resolve infrastructure-related incidents.
• Verify router, switch, and network node configurations, making adjustments as per engineering rules.
• Oversee equipment migrations and upgrades, ensuring successful customer acceptance tests and minimal service disruption.
• Supervise the activation and deactivation of equipment as required and ensure all configurations are updated in the CI tools after each operation.
• Properly categorize, prioritize, and escalate incidents that require further intervention, ensuring timely resolution within defined SLAs.

Technical Support & Change Management

• Handle network infrastructure changes and requests in alignment with SLAs, either based on internal or customer-driven requests.
• Participate in daily team meetings to address concerns related to backlog and incident resolution.
• Ensure that changes to the network infrastructure do not compromise its stability or performance.
• Provide coaching and guidance to junior team members, fostering a collaborative environment.

Skills and Qualifications:

• Solid experience in network, security, firewall, and cloud hosting environments.
• Strong knowledge of networking concepts, including routing protocols (BGP, OSPF, MPLS), switching technologies, and internet/extranet protocols (TCP-IP, DNS, SMTP/POP).
• Practical experience with operating systems (Windows/Linux/Redhat) and cloud platforms like AWS or Google Cloud.
• Familiarity with MS Office (Word, Excel, Outlook) for reporting and documentation purposes.

Knowledge and Expertise

• Familiar with Knowledge Management Systems and incident management processes.
• Understanding of customer relationship management principles and the importance of high-quality service delivery.
• Familiar with industry standards and support/service organization practices.

Personal Abilities

• Exceptional customer-facing skills, ensuring a professional and service-oriented approach.
• Excellent troubleshooting, analytical, and problem-solving abilities.
• Strong time management, organizational skills, and the ability to handle multiple priorities.
• Ability to build relationships with peers, management, and customers at all levels.
• Flexible and adaptable to changing working hours and service demands.
• Eagerness to expand knowledge and stay current with industry trends.

Education & Certifications:

• Minimum of a degree in IT, Telecommunications, or a related field.
• ITIL V3 or V4 Foundation certification (optional but desirable).
• CCNA, CCNP, or equivalent certifications (optional but desirable).
• Security certifications (optional but desirable).