Network Engineer L2

Job Description L2 Network Engineer

Role Overview

As an L2 Network Engineer, you will be responsible for the 24x7 monitoring, incident management, and operational support of Cisco LAN/WAN infrastructure deployed across a distributed Contact Center environment. You will ensure proactive troubleshooting, adherence to SLAs, and smooth coordination with service providers, customers, and Cisco TAC.

Key Responsibilities

• Monitor and manage LAN/WAN links (primary, secondary, private, public) using customer-provided NMS tools.
• Perform incident and problem management, including ticket creation, troubleshooting, escalation, and follow-up until closure.
• Generate and publish daily health check and utilization reports.
• Coordinate with application teams and service providers for joint troubleshooting and resolution.
• Raise cases with Cisco TAC and coordinate RMA activities.
• Maintain accurate network asset inventory, contact lists, and escalation matrix.
• Actively participate in incident bridges, RCA documentation, and customer review meetings.
• Support change management, patch management, and configuration management activities as directed by L3/Team Lead.

Required Skills & Qualifications

• Diploma/Graduate in Engineering or equivalent technical field.
• 24 years of experience in enterprise network operations.
• Hands-on expertise in Cisco Routing & Switching (CCNA/CCNP level preferred).
• Strong knowledge of WAN/MPLS, LAN switching, and NMS tools.
• Familiarity with ITIL processes (incident, problem, and change management).
• Willingness to work in 24x7 rotational shifts at the customer’s Noida location.

Key Competencies

• Proactive monitoring and troubleshooting skills.
• Strong documentation and reporting ability.
• Good communication skills for customer interaction and escalation handling.
• Team player with high ownership of SLA commitments.