Network Engineer L2

Role & Responsibilities

• Provide technical support to clients via email and phone.
• Perform basic level troubleshooting.
• Ensure the uptime of client projects managed and monitored.
• Close tickets within required time limits per shift or escalate according to the defined matrix.
• Create and update tickets in CRM for all handled issues.
• Report daily handled/escalated issues through daily shift reports.
• Ensure issues are handled within defined SLA/commitments.
• Interact with global clients via phone, email, etc.
• Adhere to the provided escalation chart and matrix.
• Provide timely and quality updates for tickets in the ticketing tool.
• Escalate to L2 personnel promptly.
• Handle customer-related miscellaneous activities.
• Assist the project team with new customer commissioning and change requests.
• Gain hands-on experience with network protocols such as LAN, WAN protocols like HSRP, VLANs, STP, OSPF, and BGP.
• Possess knowledge of MPLS.
• Obtain hands-on experience with routing, switching, and firewall devices.
• Demonstrate knowledge of firewalls.
• Understand Network Operations.
• Candidates with networking experience in the Data Center industry will be preferred.
• Gain exposure to trouble ticketing processes and handover procedures.
• Adhere to shift timings and the shift handover process.
• Document the nature of problems effectively.

Preferred Candidate Profile