01Overview
Role OverviewAs a Senior Network Engineer (L2 Customer Support), you will be a vital part of our technical support team, ensuring the stability and performance of our customers' network infrastructure. You will handle complex troubleshooting, manage incidents, and support customers in achieving their network objectives.
Key Responsibilities
Network Monitoring:Monitor network performance continuously.Utilize tools to optimize network operation and identify anomalies.Customer Support:Provide advanced technical support and escalate unresolved issues to the L3 team.Collaborate with customers to address their network requirements.SLA Management:Resolve support requests within agreed Service Level Agreements (SLAs).Analyze SLA performance and suggest improvements.Network Configuration & Maintenance:Configure and maintain network devices, including routers, switches, firewalls, and VPNs.Perform updates and document network configurations.Incident Management:Lead troubleshooting efforts for complex network issues.Conduct root cause analyses and implement corrective actions.Reporting & Documentation:Maintain records of network configurations and incidents.Generate reports on network performance and SLA compliance.Qualifications and SkillsEducational Background:Bachelors degree in Computer Science, IT, or related field.Experience:3-5 years in network engineering and customer support.Technical Expertise:Strong understanding of the OSI model and networking protocols (TCP/IP, DNS, DHCP, BGP, OSPF, MPLS).Proficiency in configuring routers, switches, firewalls, and VPNs.Familiarity with network devices like Fortigate, Cisco, and Ubiquity.Soft Skills:Excellent problem-solving, analytical, and communication skills.Certifications (Preferred):CCNA, CCNP, or equivalent.BenefitsCompensation & Health:Competitive salary and performance-based incentives.Comprehensive health insurance.Professional Growth:Collaborative and dynamic work environment.Opportunities for skill development and career advancement. .
