Network Support Engineer(L2) - NOC Operations

Phykon Solutions; Thiruvananthapuram; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Phykon Solutions is seeking a skilled L2 Network Support Engineer to join our NOC team. You will act as the primary escalation point for L1, coordinating with L3 during major disruptions and ensuring rapid service restoration in a 24/7 environment.

You will investigate P1/P2 incidents, maintain thorough logs, and drive root-cause analysis while coordinating with cross-functional teams. Strong network fundamentals and excellent communication are essential for success.

Qualifications

• 5–7 years in NOC operations.
• Strong knowledge of TCP/IP, DNS, routing and switching.
• Experience with incident management and ticketing systems.
• Ability to analyze system logs, alerts and performance metrics.
• Excellent communication and documentation skills.

Responsibilities

• Take ownership of incidents escalated from L1 support.
• Investigate and resolve P1/P2 network incidents within SLA timelines.
• Maintain incident timelines, logs and documentation for visibility.
• Manage incidents according to severity and escalation frameworks (P1–P4).
• Perform advanced network troubleshooting (routing, edge infrastructure, dependencies).
• Provide deep technical triage before escalating to L3 teams and define problem scope.

Skills

Network fundamentals

TCP/IP

DNS

Routing

Switching

Incident management

L2 escalation handling

Log analysis

Documentation

Cross-functional collaboration

Education

CCNA

CompTIA Network+

ITIL Foundation

Linux or Cloud certifications

Tools

Monitoring Telemetry Platforms

Zenduty

Microsoft Dynamics 365

Zoho Desk

Microsoft Teams

Job description

We are seeking a skilled L2 Network Support Engineer to join our Network Operations Center (NOC) team. This role is responsible for advanced troubleshooting, incident management, and operational coordination to ensure the stability, performance, and availability of network and infrastructure environments.

As an L2 Engineer, you will act as the primary escalation point for Level 1 support teams, taking ownership of complex incidents and coordinating with L3 engineering teams during major service disruptions. The role requires strong technical problem-solving skills, structured incident handling, and the ability to operate effectively in a fast-paced 24 7 support environment.

Key Responsibilities

• Take ownership of incidents escalated from L1 support teams.
• Investigate and resolve P1/P2 network and infrastructure incidents within defined SLA timelines.
• Maintain detailed incident timelines, logs, and documentation for operational visibility and reporting.
• Ensure incidents are managed according to severity and escalation frameworks (P1-P4).
• Advanced Network Troubleshooting
• Diagnose and resolve issues related to:
• Network connectivity and routing
• Edge infrastructure environments
• System and platform dependencies
• Perform root cause analysis using system logs, monitoring tools, and performance metrics.
• Execute approved remediation steps and recovery procedures.
• Escalation Coordination
• Perform deep technical triage before escalating issues to L3 engineering teams.
• Clearly define the problem scope, business impact, and affected systems.
• Provide relevant logs, metrics, and troubleshooting evidence to enable faster resolution.
• Collaborate with cross-functional teams to restore services quickly.
• Major Incident Management
• Support and coordinate operational response during critical (P1/P2) incidents.
• Facilitate technical communication between engineering teams.
• Provide timely updates to stakeholders and operations teams during incident resolution.
• Continuous Service Improvement
• Participate in post-incident reviews and root cause analysis.
• Identify recurring incidents and contribute to preventive improvements and monitoring optimization.
• Support the development and enhancement of runbooks and operational procedures.

Required Skills

• Strong understanding of network fundamentals (TCP/IP, DNS, routing, switching).
• Hands-on experience troubleshooting network connectivity and infrastructure issues.
• Familiarity with monitoring tools, alerting systems, and infrastructure telemetry.
• Experience working with incident management and ticketing systems.
• Ability to analyze system logs, alerts, and performance metrics.
• Strong analytical, troubleshooting, and documentation skills.
• Excellent communication skills to collaborate with internal teams and external stakeholders.

Tools Technologies

• Monitoring Telemetry Platforms
• Ticketing Systems: Zenduty, Microsoft Dynamics 365, Zoho Desk
• Collaboration Tools: Microsoft Teams

Preferred Certifications

• Experience - 5 to 7 years in NOC operations
• CCNA - Cisco Certified Network Associate
• CompTIA Network+
• ITIL Foundation
• Linux or Cloud certifications are considered an advantage.

Work Environment

24 7 NOC operations environment.

Willingness to work rotational shifts including nights, weekends, and holidays.

Ability to perform effectively in high-pressure operational situations.

Required Skills

Routing CCNA Networking Cisco