Network Support Engineer

Introduction & Summary The Level 2 Network Support Engineer plays a critical role in ensuring the stability, availability, and performance of the global network infrastructure. This position provides advanced operational support across multiple network technologies, including LAN, Wi-Fi, Firewall, Zscaler, SD-WAN, and WAN services. The engineer is responsible for proactive monitoring, incident resolution, service request fulfillment, and operational support activities while maintaining high service quality and customer satisfaction. This is a hands-on, run-oriented role requiring strong technical troubleshooting capabilities, operational rigor, and a customer-focused mindset. Main Responsibilities Monitoring & Supervision Continuously monitor network services and infrastructure to proactively identify issues and performance degradation. Supervise the health and availability of LAN, Wi-Fi, Firewall, Zscaler, SD-WAN, and WAN environments. Analyze alerts and events generated by monitoring platforms. Perform initial diagnostics and corrective actions to restore service as quickly as possible. Escalate complex issues or recurring problems to Level 3 teams when required. Incident Management Investigate and resolve incidents escalated from Level 1 support or detected through monitoring activities. Perform advanced troubleshooting across supported network technologies. Manage incidents throughout their lifecycle, ensuring timely communication and resolution. Participate in the management of Major Incidents (P1/P2) and support crisis resolution activities. Contribute to root cause analysis and corrective action implementation. Request & Work Order Management Execute service requests and work orders related to network operations. Perform standard operational activities such as configuration changes, access requests, policy updates, and network provisioning tasks. Ensure all requests are completed within agreed service levels and operational procedures. Operational Support & Service Continuity Support daily network operations across global regions following a Follow-the-Sun support model. Ensure service continuity through proactive operational management. Collaborate closely with internal teams, vendors, and service providers to ensure efficient service delivery. Knowledge Management & Documentation Create, maintain, and improve operational documentation, runbooks, procedures, and knowledge articles. Ensure troubleshooting guides remain accurate and up to date. Contribute to knowledge sharing across the support organization. Continuous Improvement Identify recurring issues and opportunities for operational improvements. Support automation and process optimization initiatives. Participate in service reviews and operational improvement discussions. Key Requirements Expertise in Enterprise Wi-Fi environments. Expertise in Firewall technologies. Expertise in Zscaler solutions. Expertise in SD-WAN. Expertise in LAN and Switching. Expertise in ITIL. Expertise in WAN and Underlay. Other Details Position based in Pune, Maharashtra, India with a planned start date of 15/07/2026. The contract duration is anticipated to be 6 months.