Support Engineer

About the role

We are looking for a proactive Support Engineer to deliver advanced L2/L3 technical support for enterprise IT infrastructure, network systems, and end‑user services. The role involves troubleshooting complex issues, maintaining system stability, and supporting critical business operations in a fast‑paced environment.

Key responsibilities

• Provide L2/L3 technical support for infrastructure, network, and system‑related issues.
• Troubleshoot and resolve incidents related to connectivity, performance, and service outages.
• Configure and maintain network devices, servers, and IT systems.
• Escalate and coordinate with internal teams or vendors for complex problem resolution.
• Monitor systems and respond to alerts to ensure high availability of services.
• Perform root‑cause analysis and contribute to permanent issue resolution.
• Assist in deployment, patching, and upgrades of IT infrastructure components.
• Maintain accurate logs, documentation, and incident records in ticketing systems.
• Participate in on‑call rotations for critical production support.
• Ensure compliance with IT policies, standards, and security guidelines.

Required profile

• Bachelor's or Master's degree in Information Technology, Computer Science, or Engineering.
• 3‑5+ years of experience in IT support, network support, or infrastructure environments.
• Strong understanding of networking fundamentals (TCP/IP, routing, switching, VLANs).
• CCNP certification required; CCIE certification is a strong advantage.
• Strong problem‑solving and analytical skills.
• Ability to work under pressure and handle critical incidents.
• Good communication and customer‑service orientation.
• Team player with strong ownership and accountability.

Required skills

• TCP/IP, routing, switching, VLANs
• CCNP certification
• CCIE certification (advantage)
• ServiceNow
• Jira
• Windows Server
• Linux Server
• Firewalls
• VPNs
• Nagios
• SolarWinds
• PRTG
• ITIL framework exposure