(Apply Now) Network Support Engineer

Job Description Network Support Engineer (Level.2) India Competitive salary, Remote, work from home, Joining Bonus, plus other benefits The Network Support Engineer Level 2 reports to the Network Support Team Lead and the Network Security Support Manager Level 2. This role is part of a 24x7 support team providing services to Xalient's managed services customers. Engineers are assigned to squads consisting of Level 13 engineers, a Squad Lead, and an Incident Manager, working in 9-hour rotating shifts. The primary focus of this role is real-time incident resolution. As an escalation point for Level 1 engineers, the Level 2 engineer collaborates with the Squad Lead to triage, diagnose, and resolve issues across LAN, (SD-)WAN, Wi-Fi, and network security technologies. This includes managing moderately complex incidents with thorough troubleshooting, ensuring compliance with SLAs and operational standards. Level 2 engineer will be required to escalate unresolved or high-severity cases to Level 3 with clear technical documentation to maintain service continuity. While lower-priority or scheduled tasks may be handled when possible, incident response remains the top priority for this role to minimise customer impact and meet SLA commitments. Working in multi-vendor environments, the engineer will also contribute to trend analysis and continuous improvement through technical knowledge sharing and high-quality shift handovers. Adherence to Xalient's technical and procedural standards, and effective collaboration across shifts, is essential to consistent service delivery. The role requires participation in a rotating 24x7x365 schedule, including weekends, holidays, and religious or cultural observances. Participation in an on-call rota may also be required to support critical incidents outside of standard hours. Please only apply if you are currently working in a Network Support role at Level.2 What you'll be doing - Resolve Level 2 network incidents across LAN, (SD-)WAN, Wi-Fi, and security technologies, using solutions from vendors such as Aruba, Silver Peak, Fortinet, Cisco, and Palo Alto - Act as an escalation point for Level 1 engineers, validating troubleshooting steps and supporting their development. - Prioritise incident response over non-urgent tasks to adhere to defined SLAs, maintain high service availability and ensure detailed shift handovers. - Collaborate during major incidents with Squad Leads, Level 3 engineers, and Incident Managers to support rapid resolution. - Perform proactive maintenance tasks like backups, firmware reviews, and health checks to reduce reactive support. - Maintain accurate documentation, including network diagrams, configs, and change records to support audits and operations. - Engage with vendors and ISPs to coordinate support tickets, RMAs, and troubleshoot connectivity or circuit issues. What you'll need - Minimum 4 years of hands-on experience in a network support (at least one year at L2) or engineering role within a managed services provider or ISP, ideally in a 24x7 or shift-based environment. - Strong understanding of enterprise networking, including routing, switching, firewalls, SD-WAN, Wi-Fi, and public cloud connectivity. - Proven Professional-level hands-on experience with multi-vendor environments, including technologies from Cisco, Fortinet, Meraki, Palo Alto, Aruba, Silver Peak/Aruba EdgeConnect, and Zscaler. - Skilled in network troubleshooting, using tools like iPerf, packet capture, traceroute, and monitoring platforms (e.g., LogicMonitor, SolarWinds). - Familiarity with ITSM tools such as ServiceNow for incident and change management. - Knowledge of ITIL processes, particularly incident, problem, and change management in SLA-driven support environments. - Excellent English communication skills, verbal and written. - Collaboration skills, with the ability to support Level 1 engineers, contribute to complex incident resolution, and maintain clear documentation and shift handovers. Education: - Professional-level industry certifications, including at least one of the following: - Cisco Certified Network Associate (CCNA) - Cisco Certified Network Professional (CCNP) - Fortinet Fortinet Certified Professional (FCP) - Aruba Certified Professional (ACP) e.g., Switching, Mobility - Palo Alto Networks PCNSA Preferred Qualifications: - Completion of vendor training or certifications in SD-WAN technologies (e.g., Silver Peak, Fortinet, Cisco SD-WAN) - ITIL Foundation certification or a demonstrable understanding of incident, change, and problem management processes in an ITIL-aligned environment. Benefits: - IT Set Up 25,000 INR (after passing your 6 months probation) - Joining bonus of 50,795 paid 3 months after starting - 18 days annual leave - 12 regional and national holidays - Extra 1-day annual leave for your Birthday. - Medical insurance - EAP Employee assistance programme - Referral bonus scheme, of 60,000 INR Equal Opportunities Statement We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age. Our Commitment to Diversity