L2 Network Support Engineer (WFH)

Job Description

About the Role

We are seeking a customer-focused L2 Network Support Engineer to provide offshore second-line phone and remote support for managed network services across multiple client environments.

The successful candidate will have strong troubleshooting capability, clear written and verbal communication, and experience supporting enterprise network technologies in an MSP or service provider environment. They will operate as an offshore L2 escalation point for L1 engineers and coordinate with L3 engineers, vendors, and carriers to restore service within agreed SLAs.

• Incident & Service Request Management
  • Provide L2 support for network incidents, service requests, and operational tasks across customer environments.
  • Troubleshoot complex network faults, identify root cause, and restore service within agreed priorities.
  • Maintain clear, accurate ticket notes and technical documentation in the ITSM platform.
  • Ensure all assigned work complies with established SLA and customer expectations.
• Escalation & Problem Management
  • Act as the L2 escalation point for L1 engineers and escalate to L3, vendors, carriers, or partners when required.
  • Support Problem Management by identifying recurring issues, assisting with RCA, and recommending service improvements.
• Network Operations & Maintenance
  • Configure, maintain, and troubleshoot routers, switches, firewalls, VPNs, wireless infrastructure, and related customer connectivity services.
  • Implement approved network changes, firmware upgrades, patching, maintenance windows, and cutover activities in line with change management processes.
• Documentation & Continuous Improvement
  • Create and maintain knowledge articles, runbooks, and support documentation.
  • Develop repeatable procedures to improve operational efficiency and service consistency.
  • Identify automation opportunities and process improvements.
• Customer Service & Communication
  • Provide regular customer updates throughout incident lifecycles.
  • Communicate technical issues clearly to both technical and non-technical stakeholders.
  • Demonstrate accountability and ownership from ticket intake through resolution.

Qualifications and Requirements

Desirable

• Technical degree or qualification in IT or a related discipline.
• Networking certifications such as CCNA or equivalent.
• Exposure to carrier circuits, customer tails, provisioning coordination, and service provider fault management.
• Experience with ServiceNow, monitoring platforms, SD-WAN, or basic scripting and automation.

Key Competencies

• Customer focus, ownership, troubleshooting discipline, clear communication, quality documentation, prioritisation, remote work effectiveness, and collaboration across L1, L3, vendors, carriers, and customers.

Performance Measures

• Success will be measured by SLA achievement, ticket quality, customer satisfaction, offshore communication effectiveness, change execution, RCA contribution, documentation quality, and knowledge sharing with L1 engineers.

Perks and Benefits

PERKS & BENEFITS
✔ Comprehensive health and life insurance starting on your 16th day of employment, including coverage for one free dependent
✔ Flexible leave credits that can be used for vacation, emergencies, and sick leave
✔ Quarterly perks boxes for WFH staff, filled with groceries and snacks to keep you fueled
✔ Exciting Mid-Year Parties with giveaways and cash prizes!
✔ Endless opportunities for career advancement
✔ We set you up for success with a company-provided PC/laptop and fiber internet connection
✔ Tech-on-Wheels support
✔ Join our CS Social Clubs and Special Interest Groups to connect with colleagues
✔ International career growth and networking opportunities
✔ Unlimited cash incentives for successful referrals
✔ In-house psychiatrist available to support employees' well-being
✔ Become part of the Employee Share Units program
✔ Cloudstaff Dream Points – redeemable for useful items like appliances, kitchen gadgets, and more

CLOUDSTAFF: BUILD YOUR CAREER, ANYWHERE
Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

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• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.