Network support Engineer L2 -

Overview

We are seeking a Level 2 Network Engineer to support a fast-paced Managed Services Provider (MSP) environment. This role is responsible for incident resolution, troubleshooting, and escalation support across a multi-client network landscape. The ideal candidate will have strong hands-on experience with Cisco technologies, working knowledge of Juniper, and exposure to SD-WAN solutions (VMware VeloCloud).

Key Responsibilities

Network Operations & Support

- Provide L2 support for enterprise and mid-market client networks

- Troubleshoot and resolve incidents (P1–P4) within SLAs

- Perform deep-dive troubleshooting on routing, switching, VPN, and WAN issues

- Support 24x7 operations

Technology Focus

Cisco (Primary): Routing & Switching, VLANs, STP, OSPF, BGP, EIGRP, ACLs, NAT, QoS

Juniper (Secondary): Junos OS, SRX firewalls, EX/QFX switching, OSPF/BGP

VeloCloud SD-WAN (Tertiary): Edge provisioning, monitoring, overlay/underlay troubleshooting

Incident & Change Management

- Manage incidents through resolution (ServiceNow preferred)

- Participate in Major Incident bridge calls

- Execute standard changes and assist implementations

- Follow ITIL v4 practices

Customer & Vendor Interaction

- Communicate with customers during outages

- Coordinate with vendors (Cisco TAC, Juniper JTAC, VeloCloud support)

- Provide timely status updates

Documentation & Continuous Improvement

- Maintain diagrams, SOPs, and runbooks

- Contribute to Problem Management

- Recommend improvements for automation and monitoring

Required Qualifications

- 3–7 years in network operations or MSP environment

- Strong Cisco routing & switching experience

- Working knowledge of Juniper

- Basic SD-WAN (VeloCloud) experience

- Experience with ServiceNow or similar tools

- Understanding of TCP/IP, DNS, DHCP, OSPF, BGP, VPNs

Soft Skills

- Strong troubleshooting and analytical mindset

- Ability to work under pressure

- Clear communication skills

- Team-oriented and mentoring capability

KPIs

- SLA compliance and MTTR

- First-time resolution rate

- Ticket quality and documentation

- Customer satisfaction

- Reduction in repeat incidents