Job
Description
Nexapp Technologies Pvt. Ltd. is seeking a highly skilled and motivated Network Engineer - L2 Customer Support to join our dynamic team in Pune. As an L2 Network Engineer, you will be responsible for providing advanced technical support to our customers, ensuring the stability and performance of their network infrastructure. You will work closely with our L1 support team, engineering team, and customers to troubleshoot and resolve complex network issues. Key Responsibilities: - **Network Monitoring:** Continuously monitor network performance and proactively identify potential issues. Utilize network monitoring tools to ensure optimal network operation and performance. Analyze network traffic and usage patterns to detect and address anomalies. - **Customer Support:** Provide advanced technical support for network-related issues and escalate unresolved issues to the L3 support team. Work closely with customers to understand their network requirements and provide appropriate solutions. Participate in on-call rotation and provide after-hours support as needed. - **SLA Management:** Ensure all support requests and incidents are resolved within the agreed Service Level Agreements (SLAs). Track and report on SLA performance, identifying areas for improvement. Collaborate with the team to develop strategies for maintaining SLA compliance. - **Network Configuration and Maintenance:** Configure and manage network devices, including routers, switches, firewalls, VPNs, and IPsec. Perform network upgrades, patches, and maintenance to ensure optimal performance. Maintain up-to-date documentation of network configurations and changes. - **Incident Management:** Lead the troubleshooting and resolution of complex network incidents. Coordinate with the engineering team and other stakeholders to resolve critical issues. Implement root cause analysis and corrective actions to prevent recurrence of incidents. - **Reporting and Documentation:** Document network configurations, changes, and troubleshooting steps. Prepare and maintain detailed incident reports and summaries. Generate regular reports on network performance, incidents, and SLA compliance. Requirements **Qualifications:** - **Education and Experience:** Bachelor's degree in Computer Science, Information Technology, or a related field. Minimum of 3-5 years of experience in network engineering and customer support. - **Networking Technical Skillsets:** Detailed knowledge of networking protocols, switching technologies, network security concepts, routing protocols, and network devices. Familiarity with network monitoring tools and experience in DHCP and IP address management. Basic knowledge of SD-WAN is an added advantage. - **Soft Skills:** Excellent problem-solving, analytical, communication, customer service, and troubleshooting skills. Ability to work independently and as part of a team. - **Tools Experience:** Hands-on experience with ticketing tools like ZohoDesk and ServiceNow. - **Certifications (Preferred):** Relevant certifications (e.g., CCNA, CCNP) are a plus. Benefits: - **Compensation and Health:** Competitive salary and performance-based incentives. Health insurance and other employee benefits. - **Professional Growth:** Opportunity for professional growth and development. A dynamic and collaborative work environment. About Nexapp: Nexapp Technologies is a leading enterprise networking solutions provider specializing in cloud-delivered Managed Integrated Software Defined Wide Area Network (SD-WAN) solutions for B2B, M2M, and IoT. They aim to connect people, places, and things anytime, anywhere, integrating private and public clouds, branch offices, mobility, and sensors into an agile and secure enterprise network to provide a responsive, reliable, and secure WAN edge.,
