Network Support L2 Engineer Education and Qualification Bachelor's degree or Diploma in Engineering (Computer Science, Electronics, Telecommunications) preferred. • Industry certifications relevant to network engineering, minimum CCNP certification with a focus on routing, switching, and security. PA Certification is preferred. Important: Please note this is scheduled walk in drive. Work Experience A minimum of 6-8 years of relevant experience in network administration or support. Technical Skills In-depth understanding of routing protocols and data flow. • Strong knowledge of 24/7 IP subnetting and network architecture design principles. • Proficiency in using network monitoring tools and interpreting reports for proactive problem identification. • Familiarity with 24/7 incident management procedures. • Implementation and maintenance of enterprise networks as per business requirements. • Troubleshooting experience pertaining to enterprise outages. • Experience with OEMs and vendors for network-related transactions, including hardware failures and link failures. • Meet project requirements for upgrades, client requests, service requests, ramp-ups, etc. • Should be able to handle the Meraki and access point incidents and change requests. • Should be able to configure the ISE for Tacacs and user authentication. • Extensive experience with Cisco Routers (2800/2900/4K series ISR routers/ASR series routers) and Catalyst/Nexus Switches (4500/3600/3800/6500/N2K,N5K,N7K, N9k). • Good Exposure to various switching technologies like RSTP, PVSTP, HSRP, VRRP, GLBP, VTP, Port channel, etc. • Must have worked on ASA/Palo Alto/Checkpoint/ firewalls configuring, GRE, IPSEC tunnels, IOS upgrade, ACLs, NAT, etc. • Raise, represent and execute the changes for routing, IPSEC, and others which are considered as complex changes and cannot be handled by L2 engineers. • Periodic updates & review of the diagrams, traffic flow & SOPs. • Guide L1/ L2 Team to grow technically. • Should act as a good team player and eager to learn new technologies. • Good Troubleshooting & Debugging knowledge on Standard protocols L2, L3, and Wireshark knowledge for troubleshooting. Behavioral Skills Strong problem-solving and analytical skills. • Excellent communication and teamwork abilities. • Documentation skills. Roles and Responsibilities Incident Management Support Diagnose and Resolve Network Issues: • Address connectivity problems such as dropped connections and slow performance. • Resolve hardware malfunctions, including device unresponsiveness and errors. • Fix configuration errors, like incorrect routing and firewall rules. Incident Analysis and Support: • Provide initial analysis and support for network-related incidents documented in tickets (refer to Annexure for guidelines). • Join incident bridge calls to deliver preliminary analysis, including reading MTR logs, Cacti graphs, and Cisco/Palo Alto console logs. • Correlate incident details, such as BGP flaps and increased bandwidth usage. • Handle incidents involving Meraki and access points. • Deliver initial analysis within 5 minutes. • Provide supporting logs and articulate data points for incident and root cause analysis. • Escalate unresolved issues or high-priority tickets to L3 support engineers according to established procedures. Change Management Support Evaluate Proposed Network Changes: • Assess the impact and potential risks of proposed changes on existing systems, performance, and security. Documentation: • Maintain detailed documentation of the current network configuration, including hardware, software, and configurations. • Update documentation to reflect changes made to the network configuration, including diagrams and configuration files. Change Implementation: • Develop comprehensive change plans outlining steps for implementation, including scheduling maintenance windows, identifying dependencies, and establishing rollback procedures. • Test proposed changes in a controlled environment before implementing them in production. • Execute planned changes during maintenance windows, monitor for issues, and take corrective actions to minimize downtime and disruptions. • Verify the success of implemented changes and their desired outcomes. • Attend CAB meetings and represent network team changes. • Raise and represent changes related to firewall rules, IOS upgrades, and non-impacting modifications in CAB calls. • Ensure no changes are executed without approved CAB or explicit approval. Monitoring and Maintenance Network Performance Monitoring: • Use network management tools (Thruk, Nagios, nTop) to monitor network performance. • Respond to GNOC alerts by analyzing logs, estimating resolution times, and outlining next steps. Routine Maintenance: • Perform tasks to ensure network stability, such as firmware updates and applying security patches according to change management procedures. User and Group Management: • Use and comprehend tools of the GNOC monitoring system effectively. • Traffic Management (AWX Scripts) Network Traffic Management: • Manage network traffic using AWX Scripts. • Propose changes to AWX Scripts when necessary. User/Customer Support Issue Response: • Respond promptly and courteously to network-related tickets, emails, and calls from end-users. • Diagnose and troubleshoot user-reported issues effectively. • Document issue details, troubleshooting steps, and resolutions in the ticketing system to build a comprehensive knowledge base. Configuration and Installation Assist with Network Setup: • Support senior engineers with the installation, configuration, and setup of network devices (e.g., routers, switches, firewalls). • Maintain accurate and up-to-date network documentation reflecting configuration changes. Reporting Generate Reports: • Contribute to reports on network performance, incidents, and resolutions. • Prepare daily handover reports with precise action items for the next shift engineer. Security Awareness Implement Security Policies: • Adhere to established network security policies, including firewall hardening practices. • Report suspicious activity and potential vulnerabilities identified from VAPT scans. Documentation Maintain Documentation: • Update and maintain documentation for network configurations, topologies, changes, Netflow inventory, and more. • Prepare weekly dashboards, monthly incident reports, and service provider reports. • Review and test backup configurations to minimize downtime in case of failures. • Manage user accounts, permissions, and access controls to network resources. Continuous Improvement Provide Feedback: • Offer feedback to senior engineers and management on recurring issues and suggest improvements to network processes and documentation.
