Network Support Engineer

hace 2 semanas

Sonora, México Quantum World Technologies Inc. A tiempo completo

Network Support Engineer – Level 2

Navojao, Mexico – Onsite

Role Summary

The Level 2 Network Support Engineer provides advanced troubleshooting, maintenance, and operational support for network infrastructure. This role bridges the gap between Level 1 support (basic troubleshooting) and Level 3/network engineering teams, ensuring network reliability, performance, and security across all systems.

Key Responsibilities

Network Operations & Support

Monitor and maintain routers, switches, firewalls, wireless controllers, and load balancers.

Handle escalations from Level 1 support and resolve moderate to complex network incidents.

Perform packet captures, log reviews, and traffic analysis to identify root causes.

Manage network alerts through tools such as SolarWinds, Nagios, PRTG, or Cisco Prime.

Troubleshooting & Incident Management

Diagnose LAN/WAN performance issues and connectivity problems.

Escalate unresolved or complex issues to Level 3 engineers or vendors with detailed documentation.

Coordinate with service providers to resolve circuit or ISP-related outages.

Perform root cause analysis (RCA) and create post-incident reports.

Configuration & Maintenance

Implement network changes, upgrades, and patching under change management policies.

Configure VLANs, routing protocols (EIGRP, OSPF, BGP), ACLs, and VPNs.

Maintain up-to-date network diagrams and configuration backups.

Support VoIP, wireless, and security integrations.

Documentation & Reporting

Maintain detailed documentation of incidents, changes, and solutions in the ticketing system (e.g., ServiceNow, Jira, Remedy).

Update configuration management databases (CMDB).

Provide network performance and availability reports to management.

Security & Compliance

Support implementation of security best practices—firewall rules, intrusion prevention, and patch management.

Monitor and respond to network security alerts.

Assist in periodic audits and ensure compliance with organizational policies.

Collaboration & Knowledge Sharing

Work closely with Level 1 technicians to guide and train them on advanced troubleshooting.

Collaborate with network engineers, systems teams, and vendors to ensure infrastructure stability.

Contribute to knowledge base articles and standard operating procedures (SOPs).

Required Skills & Competencies

Strong understanding of TCP/IP, DNS, DHCP, VLANs, routing, and switching.

Hands-on experience with Cisco, Juniper, Fortinet, or Palo Alto devices.

Familiarity with network monitoring tools (e.g., Wireshark, NetFlow, SNMP).

Understanding of ITIL processes (Incident, Problem, Change Management).

Excellent analytical and communication skills.

Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).

Certifications (Preferred):

Cisco CCNA / CCNP

CompTIA Network+

Fortinet NSE 4 or equivalent

Ankit Srivastav

Quantum World IT Solutions

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