Tier 2 Network Support Engineer

About the role

This role provides Tier 2 network support, handling critical incidents and problem management for the NOC team and Associate Network Engineers. It also covers change management, service requests and implementation, and acts as a technical mentor to peers.

Key responsibilities

• Escalate support for critical incidents and problem management, including fault isolation, troubleshooting and resolution of customer service interruptions
• Gather information, diagnose issues, drive them to resolution and identify root causes; escalate unresolved issues to Tier 3 Principal Network Engineers
• Complete service requests, network implementations, migrations and other change management engineering activities
• Identify opportunities for continual service improvement to make the environment more secure, efficient and cost-effective
• Document issues, communications, steps taken and status in ServiceNow
• Lead resolution of highly complex issues escalated by the Network Engineering team and proactively identify problems before they occur
• Follow standard processes such as change management, escalation, notification and ticket documentation
• Mentor NOC, Associate Network Engineers and peers, and provide on-call support for Tier 2 technical issues

Required profile

• 5+ years of experience as a Network Engineer in a technical environment
• CCNP or equivalent certification required; multiple CCNP or equivalent experiences preferred
• Ability to educate, train and mentor others on network technologies
• Strong written, verbal and presentation communication skills
• Ability to follow, document and author standard processes and procedures
• Ability to work assigned shifts and on-call rotations

Required skills

• Advanced technical experience in network design, route distribution and firewall configuration
• Data center infrastructure for complex enterprise customer networks
• Deep understanding of the ITIL operational framework, via ITIL v4 Foundation certification or equivalent experience