We are seeking a skilled Level 2 Network Engineer to join our Managed Services Team, supporting enterprise IT infrastructure with a focus on IT Service Management (ITSM) principles. This role requires strong expertise in troubleshooting, configuring, and maintaining a range of network platforms while leveraging Jira Service Management for ticketing, change requests, and incident response.

You will act as a technical escalation point for the Service Desk (Level 1) and work closely with vendors, service delivery teams, other escalation teams to ensure optimal network performance, security, and service availability.

Experience Level: Mid-Level (3–5 years)

ITSM & Service Operations

• Incident & Problem Management: Handle escalated tickets in Jira, ensuring SLA compliance.
• Change Management: Review and implement network changes with proper risk assessment and approval.
• Configuration & Release Management: Maintain network configurations and update documentation in Confluence.
• Service Request Fulfillment: Respond to network-related service requests within defined SLAs.
• Root Cause Analysis (RCA): Conduct in-depth troubleshooting for recurring issues.

Network Support & Troubleshooting

• Monitor and resolve issues across supported platforms, including firewalls, switches, APs, SD-WAN, and security appliances.
• Work with Cato Cloud security alerts to mitigate network threats.
• Diagnose connectivity issues affecting LAN/WAN, wireless, and SD-WAN networks.
• Collaborate with vendors and Level 3 engineers for complex issue resolution.
• Ensure proactive monitoring and alerting using appropriate tools.

Network Configuration & Optimization

• Perform firewall policy management (Palo Alto, Cato).
• Manage enterprise wireless networks (Cisco, Unifi, Aruba, Huawei).
• Configure switching and routing (Cisco, Aruba, Arista, Unifi, Uniquiti).
• Support SD-WAN deployments (Huawei, Palo Alto, Cato).
• Assist in IPS/IDS security tuning (Tipping Point, TM Apex).

Documentation & Process Improvement

• Maintain accurate network documentation within the knowledgebase system.
• Create detailed troubleshooting guides for Level 1 support.
• Provide knowledge-sharing sessions for junior engineers.

Technical Skills

• Hands-on experience with:
• Firewalls & Security: Palo Alto, Cato, Trend Micro
• Wireless & APs: Unifi, Cisco, Aruba, Huawei
• Switching & Routing: Cisco, Aruba, Arista, Unifi, Uniquiti
• SD-WAN: Huawei, Palo Alto, Cato
• IPS/IDS Security: Tipping Point, TM Apex
• Strong understanding of TCP/IP, VLANs, VPNs, BGP, OSPF, and MPLS
• Experience working with ITSM tools (Jira Service Management) is a plus
• Familiarity with automation tools (Ansible, Python, or Bash) is a plus

Soft Skills

• Strong analytical and problem-solving skills
• Ability to communicate clearly with both technical and non-technical stakeholders
• Experience working in a 24/7 managed service environment

Certifications (Preferred but Not Required)

• CCNP / CCNA (Cisco)
• PCNSE (Palo Alto)
• HCIP / HCIA (Huawei)
• Aruba Certified (ACSA, ACSP)
• ITIL Foundation (IT Service Management)