Network Support Engineer L3

Xalient; India; Remote; INR 253,890 - 304,110; Full time

Benefits offered by this job

Competitive salary

Joining bonus of 50,795 INR

18 days annual leave

Medical insurance

Employee assistance programme

Referral bonus scheme of 60,000 INR

Job summary

A leading managed services provider in India is seeking a Level 3 Network Support Engineer to handle complex network incidents in a 24/7 support environment. The ideal candidate will have a minimum of 5 years' experience in enterprise networking, strong communication skills, and technical expertise in troubleshooting multi-vendor systems. Benefits include a competitive salary, home working options, and various perks like annual leave and medical insurance.

Qualifications

• Minimum 5 years of experience in technical support within a 24x7 environment.
• Experience with multi-vendor networking devices including Cisco and Fortinet.
• Capability to handle major incidents and perform root cause analysis.

Responsibilities

• Resolve complex network incidents ensuring timely resolution.
• Act as senior technical support during major incidents.
• Contribute to service improvement initiatives.

Skills

Advanced expertise in enterprise networking

Proven ability to troubleshoot complex incidents

Excellent communication and documentation skills

Strong understanding of networking protocols

Comfortable in shift-based operations

Education

ITIL Foundation certification

Cisco CCNP/CCIE or multiple advanced certifications

Tools

LogicMonitor

ServiceNOW

Job description

Competitive salary, home working and other benefits

The Level 3 Network Support Engineer reports to the Network Support Team Lead and the Network and Network Security Support Manager. This role operates within a global 24x7 support squad that includes Level 1 and 2 engineers, a Squad Lead and an Incident Manager working in 9-hour rotating shifts.

As the most technically advanced position in the squad, the engineer is responsible for resolving complex incidents involving LAN, (SD-)WAN, Wi-Fi and network security technologies across multi-vendor environments, and provides expert direction during major incidents for Xalient’s managed services customers.

The primary focus is on resolving critical escalated issues, with lower-priority tasks handled when incident activity allows. The role follows a rotating shift pattern that includes weekends, bank holidays and religious or non-religious festivals, along with participation in an out-of-hours on-call rota.

Responsibilities also include contributing to root cause analysis, identifying recurring trends and recommending improvements to configuration, processes, documentation and tooling. The engineer supports onboarding, mentors junior staff and ensures clear documentation and handovers to maintain consistent service delivery.

What you’ll be doing

• Resolve complex network incidents across LAN, (SD-)WAN, Wi-Fi and network security technologies, ensuring timely resolution in line with SLA commitments
• Act as the senior technical escalation point within the squad, supporting major incident resolution with expert-level troubleshooting and clear communication
• Participate in a 24x7x365 shift rota and out-of-hours on-call schedule to maintain consistent support coverage for critical services
• Contribute to service improvement by identifying recurring issues, performing root cause analysis and recommending enhancements to tools, processes and documentation
• Maintain accurate technical documentation, including incident records, change logs, network diagrams and internal knowledge base articles
• Mentor and support junior engineers, contributing to onboarding and sharing technical expertise to strengthen team capability
• Uphold operational and technical standards while maintaining a customer-focused approach and promoting high service quality across all interactions
• Prioritise incident response over non-urgent tasks to adhere to defined SLAs, maintain high service availability and ensure detailed shift handovers.

Requirements

What you’ll need

• Minimum 5 years of experience in senior technical support or engineering within a 24x7 managed services, ISP or enterprise NOC environment
• Advanced expertise in enterprise networking and security across multi-vendor platforms including Cisco, Fortinet, Palo Alto, Aruba, Zscaler and Silver Peak
• Proven ability to troubleshoot and resolve complex incidents in high-pressure situations, including experience handling major incidents and root cause analysis
• Strong understanding of networking protocols, encryption, segmentation, cloud connectivity, SD-WAN, and SASE/SSE technologies
• Excellent communication, documentation and mentoring skills with a proactive approach to knowledge sharing and supporting junior engineers
• Comfortable working in shift-based operations with ITIL-based processes, and experienced in using monitoring and configuration tools such as LogicMonitor.
• Ability to work 24 x 7 x 365

Education

• ITIL Foundation certification is desirable, or a demonstrable understanding of incident, change, and problem management processes in an ITIL-aligned environment.
• Minimum of one expert-level certification or multiple advanced-level certifications, including:
• Cisco CCNP/CCIE (Enterprise Infrastructure, Security)
• Fortinet FCSS or FCX
• Aruba ACP – Switching/ACSX/ACMP/ACMX
• Silver Peak/Aruba EdgeConnect ACSDP or ACDSX
• ITIL Foundation certification (or strong working knowledge of ITIL-aligned processes in practice)

Preferred Qualifications

• Vendor-specific SD-WAN and cloud networking certifications
• Additional cloud certifications (e.g., AWS Advanced Networking, Azure Network Engineer Associate)
• Experience with ServiceNOW
• IT Set Up 25,000 INR (after passing your 6 months’ probation)
• Joining bonus of 50,795 paid 3 months after starting
• 18 days annual leave
• 12 regional and national holidays
• Extra 1-day annual leave for your Birthday.
• Medical insurance
• EAP – Employee assistance programme
• Referral bonus scheme, of 60,000 INR

Other information

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age.