Tier 2 Network Support Engineers

dinCloud Pakistan, An ATSG Company

Islamabad , Pakistan

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Posted 23 hours ago 3 views Report Job

We are seeking an experienced Network Engineer to provide advanced technical support and leadership within our Network Operations Center (NOC). In this role, you will be responsible for managing critical incidents, troubleshooting complex network issues, and supporting problem management activities to ensure minimal service interruptions for our customers. You will collaborate closely with the NOC team and Associate Network Engineers, driving issue resolution and escalating to senior engineers when necessary. This position requires a proactive approach to identifying network problems and opportunities for continual service improvement, while maintaining thorough documentation and adherence to established processes.

Key Responsibilities

- Provide issue escalation support for the NOC team and Associate Network Engineers during critical incidents, including fault isolation, troubleshooting, and resolution of customer service interruptions.
- Collect and analyze necessary information to understand and diagnose network issues, driving them to resolution and identifying root causes. Escalate unresolved issues to Tier 3 Principal Network Engineers.
- Execute service requests, network implementations, migrations, and other change management engineering tasks.
- Identify and recommend opportunities for Continual Service Improvement (CSI) to enhance network security, efficiency, and cost-effectiveness.
- Document customer issues, communications, resolution steps, and current status using ServiceNow.
- Lead the resolution of highly complex issues escalated by the Network Engineering team and proactively identify potential problems before they impact services.
- Follow and document standard processes and procedures, including change management, escalation, notification, ticket documentation, and customer issue resolution.
- Serve as a technical mentor to NOC staff, Associate Network Engineers, and peers.
- Provide on-call support for Tier 2 technical issues as part of a rotation.

Required Qualifications

- Extensive technical experience in network design, route distribution, firewall configuration, and data center infrastructure, particularly within complex enterprise environments.
- Strong organizational skills with the ability to manage multiple technical tasks simultaneously.
- Minimum of 5 years’ experience working as a Network Engineer in a technical environment.
- Valid CCNP certification or equivalent; multiple CCNP certifications or equivalent experience preferred.
- Proven ability to educate, train, and mentor colleagues on network technologies.
- Excellent written, verbal, and presentation communication skills.
- Demonstrated capability to follow, document, and author standard operating procedures.
- Willingness and ability to work assigned shifts and participate in an on-call rotation.
- Solid understanding of the ITIL operational framework, supported by ITIL v4 Foundation certification or equivalent industry experience.

This role offers the opportunity to work in a dynamic environment where technical expertise and leadership are highly valued. If you are passionate about network engineering and enjoy mentoring others while solving complex technical challenges, this position is an excellent fit.