L2 Network Engineer

Our client is currently looking for a Level 2 Network Engineer to join their Managed Services team as a hands-on technical escalation point. The role involves troubleshooting complex network and firewall issues escalated by Level 1 Support, supporting infrastructure changes and technology refresh projects, and ensuring reliable service delivery across multiple customer environments.

The ideal candidate has strong production troubleshooting experience, a structured approach to incident management, and the ability to independently investigate and resolve network issues while maintaining accurate technical documentation.

Key Responsibilities

• Troubleshoot escalated issues involving routing, switching, firewalls, wireless networks, IP services, LAN/WAN, SD-WAN, SASE, and FTTx.
• Administer and maintain network infrastructure, including routers, switches, firewalls, and wireless access points across multi-vendor environments.
• Manage firewall policies, network upgrades, firmware updates, configuration changes, and infrastructure refresh projects.
• Handle escalated incidents, coordinate with vendors and Level 3 engineers, and ensure timely resolution within established SLAs.
• Perform root cause analysis (RCA) for major or recurring incidents and recommend preventive measures.
• Plan and implement network changes with appropriate risk assessments, approvals, and rollback procedures.
• Maintain incident records, network documentation, topology diagrams, runbooks, and SOPs using tools such as Jira Service Management and Confluence.
• Provide technical guidance to Level 1 Support and junior engineers.

Qualifications and Technical Requirements

• At least 3 years of hands-on network operations, troubleshooting, and maintenance experience, preferably in an ISP, managed services, or enterprise NOC environment.
• Proven experience troubleshooting production network issues, with strong knowledge of TCP/IP, VLANs, VPNs, BGP, OSPF, STP, and MPLS.
• Hands-on experience with at least two firewall platforms: Palo Alto, Fortinet, or Cato Networks.
• Experience with routing and switching across at least two vendors: Cisco, Aruba, Arista, Juniper, or Huawei.
• Working knowledge of enterprise wireless technologies and FTTx fundamentals, including OLT, ONT, and fibre optics.
• Familiarity with network monitoring tools such as Zabbix, Grafana, SolarWinds, PRTG, or Wireshark.
• Experience in a 24/7 or on-call environment with SLA-driven incident response.
• Strong written and verbal communication skills, with the ability to prepare incident reports, RCA documents, and technical runbooks.

Certifications

At least one current, relevant certification is required, such as CCNP, PCNSA/PCNSE, Fortinet NSE4+ or equivalent, HCIP, or Aruba ACSA/ACSP.

Nice to Have

• Experience with SD-WAN and SASE platforms, particularly Huawei, Palo Alto Prisma, or Cato Networks.
• Familiarity with IPS/IDS, security event triage, or network automation using Ansible, Python, or Bash.
• Experience supporting retail, hospitality, healthcare, government, or financial services environments.

Working Conditions

• Work arrangement: Fully onsite, five days per week.
• Schedule: 24/7 rotating shifts.
• Must be open to permanent mid-shift or night-shift schedules, including weekends and holidays. Candidates willing to work day shifts only will not be suitable.