Sr Engineer - Customer Service Operations

About The Company

Branch Network L2 Engineer

Experience

4–8 Years

Job Summary

Branch Network L2 Engineer

Routing & Switching

• Manage day-to-day operations of enterprise branch network infrastructure.
• Provide L2 support for network incidents, service requests, and problem management activities.
• Troubleshoot complex Layer 2 and Layer 3 network issues within agreed SLAs.
• Configure, monitor, and maintain branch routers, switches, and WAN connectivity.
• Perform network health checks and preventive maintenance activities.
• Execute network changes, branch migrations, link upgrades, and device replacements through approved change management processes.
• Coordinate with ISPs and internal teams for WAN, MPLS, Internet, SD-WAN, and leased-line-related issues.
• Perform root cause analysis (RCA) for recurring incidents and recommend permanent corrective actions.
• Maintain network documentation, topology diagrams, IP addressing plans, and inventory records.
• Support vulnerability remediation and ensure compliance with enterprise security policies.
• Ensure all network devices comply with enterprise configuration standards and audit requirements.
• Participate in DR drills, network audits, compliance reviews, and security assessments.
• Support network monitoring tools and proactively address alerts before business impact.
• Work closely with L1, L3, security, server, and application teams for issue resolution.
  

• Strong hands-on experience with Cisco or Aruba enterprise switching platforms.
• Configuration and troubleshooting of VLANs, STP, RSTP, MSTP, EtherChannel, Port Security, and QoS.
• Hands-on knowledge of routing protocols including OSPF, EIGRP, BGP, and Static Routing.
• Experience with HSRP/VRRP/GLBP.
• Strong understanding of TCP/IP, subnetting, NAT, DHCP, DNS, and IPv4 addressing.
• Experience in LAN, WAN, MPLS, Internet, and VPN connectivity.
  

• Incident, Change, Problem, and Service Request Management.
• Network monitoring tools such as SolarWinds, PRTG, ManageEngine, or similar.
• Configuration backup and restoration.
• Network performance analysis and optimization.
• Log analysis and troubleshooting using CLI.
  

• Hands-on experience supporting enterprise audit and compliance requirements.
• Knowledge of ITIL processes and change governance.
• Experience with configuration standardization and compliance validation.
• Understanding of security hardening guidelines and enterprise network policies.
• Support for vulnerability remediation and audit observations.
• Experience maintaining documentation for internal and external audits.
  

Desired Skills

• Excellent troubleshooting and analytical skills.
• Ability to handle critical incidents independently.
• Good communication and stakeholder management skills.
• Ability to prioritize multiple incidents in a fast-paced enterprise environment.
• Strong documentation and reporting skills.
• Willingness to work in rotational shifts and provide on-call support.
  

• BE/B.Tech in Computer Science, Information Technology, Electronics & Communication, or equivalent.
• Diploma holders with relevant enterprise networking experience may also be considered.
  

Preferred Certifications

• Cisco Certified Network Associate (CCNA)
• Cisco Certified Network Professional (CCNP) – Preferred
• Aruba Certified Switching Associate/Professional – Preferred
• ITIL Foundation – Preferred
  

• Incident SLA Compliance
• First Call Resolution (FCR)
• Mean Time to Resolve (MTTR)
• Network Availability/Uptime
• Change Success Rate
• Repeat Incident Reduction
• Preventive Maintenance Compliance
• Audit & Compliance Adherence
• Customer Satisfaction (CSAT)
• Documentation Accuracy and Timely Updates