Network Support Engineer

Job Summary:

A Network Support Engineer is responsible for providing day-to-day technical support, troubleshooting, and resolution of network-related issues across a diverse customer base. The role involves remote diagnosis, fault finding, and resolving incidents and service requests while ensuring high standards of customer service and adherence to agreed Service Level Agreements (SLAs).

The Network Support Engineer will work closely with the Service Desk, Networks Team, and other technical teams to diagnose and resolve complex network issues, implement changes, support service recovery, and maintain reliable and secure customer environments.

The ideal candidate will have strong networking fundamentals, excellent problem-solving abilities, good communication skills, and hands-on experience with network infrastructure, firewalls, wireless networks, and routing and switching technologies.

Key Responsibilities:

·       

Network Support & Troubleshooting

• Provide day-to-day 2nd Line Network Support to a large and diverse customer base.
  
• Diagnose, troubleshoot, and resolve network-related incidents and service requests remotely.
  
• Investigate connectivity, performance, and infrastructure issues and provide timely resolutions.
  
• Manage and resolve technical faults while minimizing impact on customers and business operations.
  
• Act as a point of escalation for complex network-related issues.
  

Firewall & Network Security

• Configure and manage firewalls, including rule updates, security policies, and VPN configurations.
  
• Work with multiple firewall vendors, including FortiGate, Sophos, and Check Point.
  
• Troubleshoot firewall and VPN-related connectivity and security issues.
  
• Support secure and reliable network services across customer environments.
  

Switching & Wireless Networks

• Troubleshoot and resolve Layer 2 switching issues across platforms such as Cisco, Extreme, and UniFi.
  
• Configure and troubleshoot VLANs and Spanning Tree Protocol (STP) issues.
  
• Diagnose wireless network problems, including:
  
• Interference
  
• Coverage issues
  
• Authentication failures
  
• Connectivity problems
  

Routing & Network Infrastructure

• Troubleshoot network routing and connectivity issues.
  
• Apply knowledge of IP routing protocols, including OSPF and BGP.
  
• Support network infrastructure changes and service recovery activities.
  
• Work collaboratively with the Networks Team and other technical teams to implement appropriate solutions.
  

Customer Support & Service Management

• Provide professional and effective technical support through phone and email.
  
• Communicate technical issues and solutions clearly to both technical and non-technical customers.
  
• Maintain strong working relationships with customers and internal stakeholders.
  
• Manage multiple incidents and service requests while prioritising workload effectively.
  
• Work within agreed SLAs, including response and resolution targets.
  
• Ensure tickets are accurately documented and updated throughout the resolution process.
  

Change & Continual Improvement

• Act as a technical lead for customers during the implementation of network changes and service recovery.
  
• Support continual improvement by identifying opportunities to improve efficiency and technical processes.
  
• Identify opportunities to automate repetitive or manual processes.
  
• Collaborate with colleagues to resolve issues and implement required network changes.
  
• Follow established procedures, technical standards, and best practices.
  

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Essential Skills and Qualifications

• Strong understanding of networking fundamentals, including TCP/IP and network troubleshooting.
  
• Experience working with Cisco routers and switches.
  
• Hands-on experience with firewalls, such as Fortinet, Cisco ASA, Palo Alto, Sophos, or Check Point.
  
• Experience troubleshooting VPN connectivity.
  
• Understanding of VLAN configuration and Layer 2 switching.
  
• Understanding of Spanning Tree Protocol (STP).
  
• Experience troubleshooting wireless network issues.
  
• Understanding of IP routing protocols, particularly OSPF and BGP.
  
• Good understanding of Quality of Service (QoS).
  
• Strong analytical and problem-solving skills.
  
• Excellent communication and customer-service skills.
  
• Strong documentation and organisational skills.
  
• Ability to manage multiple incidents and service requests while working to SLAs.
  
• Ability to work effectively with Service Desk, Network, and other technical teams.
  

Certifications

The following certifications are desirable:

• Cisco Certified Network Associate (CCNA) – completed or currently working towards.
  
• Fortinet Certified Professional (FCP) – completed or currently working towards.
  
• ITIL qualification would be advantageous.
  

IT Service Management

Experience with IT Service Management environments would be beneficial, including:

• ServiceNow or similar ITSM platforms.
  
• Incident and service request management.
  
• SLA management and prioritisation.
  
• Ticket documentation and resolution notes.
  
• Following established support procedures and best practices.
  

Tools & Technologies

Experience with or knowledge of the following technologies would be advantageous:

·       Cisco

·       Extreme Networks

·       UniFi

·       FortiGate

·       Sophos

·       Check Point

·       Cisco ASA

·       Palo Alto

·       VPN technologies

·       Wireless networking

·       VLANs

·       Spanning Tree Protocol

·       OSPF

·       BGP

·       QoS

·       ServiceNow or similar ITSM platforms

·       Remote troubleshooting and fault-finding tools

Additional Responsibilities

• Support customer network changes and service recovery activities.
  
• Collaborate with internal technical teams to ensure effective issue resolution.
  
• Maintain accurate technical documentation.
  
• Contribute to knowledge sharing and continual improvement initiatives.
  
• Participate in an out-of-hours (OOH) rota, approximately 2–3 times per year.
  
• Support application or infrastructure updates and upgrades during OOH periods where required.
  
• Identify and escalate Priority 1 (P1) and Priority 2 (P2) incidents, including security incidents, as early as possible.
  
• Continue developing technical knowledge and pursue relevant certifications and professional development.
  

·         Annual Bonus

·         Provident Fund

·         Performance bonuses

·         Employee's State Insurance Corporation

·         Medical Insurance

·         Night Allowances

·         Pick and Drop facilities (Only for Female Staff)

·         Day outs for Staff

·         Team Lunches

·         Maternity/Paternity leaves

·         Retirement Benefits

·         National and International tour packages after successful completion of service as per company policies

·         Paid Time Off

·         Flexible work schedules and workplace perks like on-site snacks

·         Flexible working

·         Salary reviews are subject to annual performance/annual appraisal reviews