We are seeking a skilled L2 Network Support Engineer to join our Network Operations Center (NOC) team. This role is responsible for advanced troubleshooting, incident management, and operational coordination to ensure the stability, performance, and availability of network and infrastructure environments.
As an L2 Engineer, you will act as the primary escalation point for Level 1 support teams, taking ownership of complex incidents and coordinating with L3 engineering teams during major service disruptions. The role requires strong technical problem-solving skills, structured incident handling, and the ability to operate effectively in a fast-paced 24×7 support environment.
Key Responsibilities
Incident Management & Resolution
- Take ownership of incidents escalated from L1 support teams.
- Investigate and resolve P1/P2 network and infrastructure incidents within defined SLA timelines.
- Maintain detailed incident timelines, logs, and documentation for operational visibility and reporting.
- Ensure incidents are managed according to severity and escalation frameworks (P1–P4).
Advanced Network Troubleshooting
- Diagnose and resolve issues related to:
- Network connectivity and routing
- Edge infrastructure environments
- System and platform dependencies
- Perform root cause analysis using system logs, monitoring tools, and performance metrics.
- Execute approved remediation steps and recovery procedures.
Escalation & Coordination
- Perform deep technical triage before escalating issues to L3 engineering teams.
- Clearly define the problem scope, business impact, and affected systems.
- Provide relevant logs, metrics, and troubleshooting evidence to enable faster resolution.
- Collaborate with cross-functional teams to restore services quickly.
Major Incident Management
- Support and coordinate operational response during critical (P1/P2) incidents.
- Facilitate technical communication between engineering teams.
- Provide timely updates to stakeholders and operations teams during incident resolution.
Continuous Service Improvement
- Participate in post-incident reviews and root cause analysis.
- Identify recurring incidents and contribute to preventive improvements and monitoring optimization.
- Support the development and enhancement of runbooks and operational procedures.