L2 Network Support

Provide advanced operational support, troubleshooting, administration, and maintenance of enterprise network infrastructure while acting as the escalation point for Level-1 support teams.

Requirements:

Incident Management

• Resolve escalated network incidents.
• Perform advanced troubleshooting and root cause analysis.
• Coordinate with vendors and engineering teams when required.

Routing & Switching

• Support and troubleshoot enterprise network environments, including:
• OSPF
• EIGRP
• BGP
• VLANs
• STP (Spanning Tree Protocol)
• EtherChannel
• QoS
• Layer 2 and Layer 3 networking

Wireless Support

• Manage and troubleshoot Cisco and Aruba wireless environments, including:
• Wireless controllers
• Access points
• Authentication services
• Connectivity issues

Firewall & Security

• Administer and support:
• Palo Alto firewalls
• Cisco ASA/FTD firewalls
• VPN technologies
• NAT configurations
• High Availability (HA) environments
• Cisco ISE
• Network Access Control (NAC)
• Network security policies

SD-WAN & WAN Operations

• Support enterprise WAN and SD-WAN environments.
• Perform carrier troubleshooting and network optimization activities.

Change Management

• Execute approved network changes, upgrades, deployments, and maintenance activities in accordance with established change management processes.

Monitoring & Performance Management

• Monitor network health and availability.
• Analyze performance trends.
• Proactively identify operational risks and improvement opportunities.

Vendor Coordination

• Work directly with vendors including:
• Cisco TAC
• Palo Alto
• Aruba
• Internet Service Providers (ISPs)
• Other technology partners

Documentation

• Maintain and update:
• Network diagrams
• Standard Operating Procedures (SOPs)
• Knowledge base articles
• Configuration records
• Operational documentation

Collaboration

• Work closely with Service Desk, Infrastructure, Security, and Engineering teams to ensure operational excellence.

Tools & Platforms

• ServiceNow
• Jira
• SolarWinds
• Cisco Prime
• Cisco DNA Center (DNAC)
• NetBrain
• Wireshark
• Network monitoring and management platforms

Required Experience

• Minimum 5 years of experience in enterprise networking, operations, and support environments.
• Experience level is a suggested requirement based on the engineering scope of the role.

Required Technical Skills

• Routing & Switching
• Wireless Networking
• SD-WAN
• Firewall Administration
• Network Security
• VPN Technologies
• Network Monitoring
• Advanced Troubleshooting

Preferred Certifications

• CCNA
• CCNP
• Aruba Wireless Certifications (ACMA, ACMP, ACCP)

Education

• Bachelor's Degree in Computer Science, Information Technology, or a related field.

Key Deliverables

• Maintain network stability and availability.
• Resolve incidents within defined SLAs.
• Successfully execute network changes and upgrades.
• Maintain accurate technical documentation.
• Drive continuous operational improvement.

Core Competencies

• Routing & Switching (OSPF, EIGRP, BGP)
• Cisco & Aruba Wireless
• Palo Alto / Cisco Firewalls
• VPN & Remote Connectivity
• Cisco ISE / NAC
• SD-WAN Operations
• Network Performance & Monitoring
• Major Incident Support
• Change & Release Execution
• Vendor Management & Troubleshooting