L2 Network Support Engineer

About the role

We are seeking a customer-focused L2 Network Support Engineer to provide offshore second-line phone and remote support for managed network services across multiple client environments. The successful candidate will have strong troubleshooting capability, clear written and verbal communication, and experience supporting enterprise network technologies in an MSP or service provider environment. They will operate as an offshore L2 escalation point for L1 engineers and coordinate with L3 engineers, vendors, and carriers to restore service within agreed SLAs.

What you'll do

• Incident & Service Request Management
• Provide L2 support for network incidents, service requests, and operational tasks across customer environments.
• Troubleshoot complex network faults, identify root cause, and restore service within agreed priorities.
• Maintain clear, accurate ticket notes and technical documentation in the ITSM platform.
• Ensure all assigned work complies with established SLA and customer expectations.
• Escalation & Problem Management
• Act as the L2 escalation point for L1 engineers and escalate to L3, vendors, carriers, or partners when required.
• Support Problem Management by identifying recurring issues, assisting with RCA, and recommending service improvements.
• Network Operations & Maintenance
• Configure, maintain, and troubleshoot routers, switches, firewalls, VPNs, wireless infrastructure, and related customer connectivity services.
• Implement approved network changes, firmware upgrades, patching, maintenance windows, and cutover activities in line with change management processes.
• Documentation & Continuous Improvement
• Create and maintain knowledge articles, runbooks, and support documentation.
• Develop repeatable procedures to improve operational efficiency and service consistency.
• Identify automation opportunities and process improvements.
• Customer Service & Communication
• Provide regular customer updates throughout incident lifecycles.
• Communicate technical issues clearly to both technical and non-technical stakeholders.
• Demonstrate accountability and ownership from ticket intake through resolution.

Requirements

• Technical degree or qualification in IT or a related discipline.
• Networking certifications such as CCNA or equivalent.
• Exposure to carrier circuits, customer tails, provisioning coordination, and service provider fault management.
• Experience with ServiceNow, monitoring platforms, SD-WAN, or basic scripting and automation.
• Key Competencies
• Customer focus, ownership, troubleshooting discipline, clear communication, quality documentation, prioritisation, remote work effectiveness, and collaboration across L1, L3, vendors, carriers, and customers.

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