Sr.Network Engineer -NOC, L2 Customer Support

Job Description:

Nexapp Technologies Pvt. Ltd. is seeking a highly skilled and motivated Network Engineer - L2 Customer Support to join our dynamic team in Pune. As an L2 Network Engineer, you will be responsible for providing advanced technical support to our customers, ensuring the stability and performance of their network infrastructure. You will work closely with our L1 support team, engineering team, and customers to troubleshoot and resolve complex network issues.

Key Responsibilities:

• Network Monitoring:
  

  
  
  
  
  • Continuously monitor network performance and proactively identify potential issues.
    
  
  
  • Utilize network monitoring tools to ensure optimal network operation and performance.
    
  
  
  • Analyze network traffic and usage patterns to detect and address anomalies.
    
  
  



• Customer Support:
  

  
  
  
  
  • Provide advanced technical support for network-related issues and escalate unresolved issues to the L3 support team.
    
  
  
  • Work closely with customers to understand their network requirements and provide appropriate solutions.
    
  
  
  • Participate in on-call rotation and provide after-hours support as needed.
    
  
  



• SLA Management:
  

  
  
  
  
  • Ensure all support requests and incidents are resolved within the agreed Service Level Agreements (SLAs).
    
  
  
  • Track and report on SLA performance, identifying areas for improvement.
    
  
  
  • Collaborate with the team to develop strategies for maintaining SLA compliance.
    
  
  



• Network Configuration and Maintenance:
  

  
  
  
  
  • Configure and manage network devices, including routers, switches, firewalls, VPNs, and IPsec.
    
  
  
  • Perform network upgrades, patches, and maintenance to ensure optimal performance.
    
  
  
  • Maintain up-to-date documentation of network configurations and changes.
    
  
  



• Incident Management:
  

  
  
  
  
  • Lead the troubleshooting and resolution of complex network incidents.
    
  
  
  • Coordinate with the engineering team and other stakeholders to resolve critical issues.
    
  
  
  • Implement root cause analysis and corrective actions to prevent recurrence of incidents.
    
  
  



• Reporting and Documentation:
  

  
  
  
  
  • Document network configurations, changes, and troubleshooting steps.
    
  
  
  • Prepare and maintain detailed incident reports and summaries.
    
  
  
  • Generate regular reports on network performance, incidents, and SLA compliance.
    
  
  

Requirements

Qualifications:

• Education and Experience:
  

  
  
  
  
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
    
  
  
  • Minimum of 3-5 years of experience in network engineering and customer support.
    
    
  
  



• Networking Technical Skillsets:
  

  
  
  
  
  • Detailed knowledge of the OSI model and switching technologies (STP, VLAN, IPSLA, HSRP, VRRP).
    
  
  
  • Strong knowledge of networking protocols, including TCP/IP, DNS, DHCP, BGP, OSPF, and MPLS.
    
  
  
  • Demonstrates a specialist understanding of network security concepts and experience with firewalls.
    
  
  
  • Hands-on experience with VPN configuration and routing protocols like OSPF, BGP, and IPsec.
    
  
  
  • Experience with security and wireless technologies.
    
  
  
  • Hands-on experience with network devices such as Instaroute, Fortigate, Cybroam, Microtik, Ubiquity, and Cisco.
    
  
  
  • Proficiency in configuring and troubleshooting routers, switches, firewalls, and VPNs.
    
  
  
  • Familiarity with network monitoring tools.
    
  
  
  • Experience in DHCP and IP address management.
    
  
  
  • Basic knowledge of SD-WAN is an added advantage.
    
  
  



• Soft Skills:
  

  
  
  
  
  • Excellent problem-solving and analytical skills.
    
  
  
  • Strong communication and customer service skills.
    
  
  
  • Good troubleshooting skills and the ability to identify and locate problem areas.
    
  
  
  • Ability to work independently and as part of a team.
    
  
  



• Tools Experience:
  

  
  
  
  
  • Hands-on experience with ticketing tools like ZohoDesk and ServiceNow.
    
  
  



• Certifications (Preferred):
  

  
  
  
  
  • Relevant certifications (e.g., CCNA, CCNP) are a plus.
    
  
  

Benefits

Benefits:

• Compensation and Health:
  

  
  
  
  
  • Competitive salary and performance-based incentives.
    
  
  
  • Health insurance and other employee benefits.
    
  
  



• Professional Growth:
  

  
  
  
  
  • Opportunity for professional growth and development.
    
  
  
  • A dynamic and collaborative work environment.