Description
We are seeking a specialist L2 Support Engineer to join our Service Assurance team, acting as a key resource for our B2B customers. In this role, you will be responsible for handling escalated network-level incidents and providing effective solutions for critical issues across a modern telecom portfolio. As a creative problem solver, you will provide rapid response to issues escalated from L1, utilizing your broad networking knowledge and specific areas of expertise. Your responsibilities will include configuring network devices, monitoring network status, and troubleshooting complex infrastructure problems. This position is integral to maintaining customer satisfaction and requires close collaboration with internal teams, external vendors, and customers to ensure problem resolution within SLA, making you a trusted advisor and building long-term relationships.
Requirements
1. Minimum of four years of dedicated L2 support experience with strong debugging, diagnosing, and troubleshooting skills.
2. A valid CCNP/CCIP or equivalent professional-level networking certification is mandatory.
3. In-depth, hands-on experience with IP Networking L2/L3 Protocols, including BGP, OSPF, EIGRP, IS-IS, STP, and MPLS.
4. Proven experience in providing Service Assurance for a diverse range of telecom products including Wired, Wireless, Cloud, and Security solutions.
5. Hands-on experience with scripting (e.g., Python, Bash) to automate basic networking tasks.
6. Experience using incident/event management tools (e.g., ServiceNow, Jira) and a solid understanding of ITIL practices.
7. Bachelor's degree in Engineering/Technology (BE/B.Tech) or equivalent progressive experience in Service Provider environments.
8. Ability to work in shifts within a 24x7x365 operational environment.
Desirable
1. Good understanding of cloud-based products and networking concepts in environments like Azure and AWS.
2. Awareness and practical experience with networking analysis tools such as Wireshark, traffic generators, or network performance monitors.
3. Excellent communication, presentation, and interpersonal skills for engaging with customers and stakeholders.
4. Familiarity with creating and maintaining technical documentation, SOPs, and network diagrams.
5. A passion for continuous learning and upgrading technical skills in a rapidly evolving industry.