Support Engineer WAN - L2

We are seeking an experienced L2 WAN Support Engineer to provide in-depth operational support for our client’s global Wide Area Network (WAN) infrastructure. The ideal candidate will have 5+ years of hands-on experience in network support, especially with routing protocols like BGP , and be capable of resolving critical incidents independently. This role involves direct client interaction , managing escalation queues, and collaborating with internal and external teams to ensure high network uptime and performance.

Requirements

• Provide Level 2 support for WAN incidents, including in-depth troubleshooting of routers, links, and routing protocols (especially BGP).
  

• Provide operational support for global WAN infrastructure in a 24/7 setup.
  

• Monitor and manage global WAN infrastructure using NMS and ticketing tools.
  

• Respond to and resolve escalation tickets within SLA timelines.
  

• Perform configuration changes and route tuning on Cisco and Juniper devices.
  

• Coordinate with ISPs and vendors for WAN link issues and performance concerns.
  

• Participate in shift handovers , maintain incident logs, and prepare root cause analysis (RCA) reports.
  

• Assist in implementing changes, migrations, or upgrades as part of planned maintenance.
  

• Act as a point of contact during critical network outages and lead incident resolution calls.
  

• Work closely with L1 teams to guide escalations and provide technical oversight.
  

• Bachelor’s Degree in Engineering / Computer Science (or related field).
  

• 5–7 years of experience in WAN/network support roles.
  

• Strong knowledge of Routing & Switching , with hands-on experience in BGP .
  

• Proficient in troubleshooting WAN issues across Cisco/Juniper platforms.
  

• Experience working in a 24/7 global support environment .
  

• Valid CCNA certification (CCNP preferred).
  

• Strong documentation and communication skills (client-facing role).
  

• Ability to manage high-priority incidents under pressure.
  

Good-to-Have Skills:

• CCNP or equivalent certification.
  

• Experience with network automation or scripting (Python/Shell).
  

• Familiarity with cloud networking (AWS Direct Connect, VPNs, etc.).
  

• Exposure to tools like SolarWinds, PRTG, Wireshark, or equivalent.
  

• Understanding of ITIL processes and RCA practices.
  

Benefits

• Health insurance coverage for Self, Spouse, and Kids.
  
• Long-term benefit savings plan with employer matching contributions
  
• Opportunities for professional development and advancement within the organization