Tier 2 Network Support Engineers

dinCloud Pakistan, An ATSG Company; Islamabad; Presencial; PKR 2.400.000 - 4.200.000; Jornada completa

Descripción de la vacante

dinCloud Pakistan, An ATSG Company, is seeking an experienced Network Engineer to provide escalation support and drive resolution for critical incidents. You will diagnose complex networking issues, document steps, and mentor junior engineers while coordinating change management activities.

The role requires 5+ years in a technical network environment, CCNP or equivalent certifications, and strong communication skills. On-call rotations and shift work are expected.

Formación

• 5+ years' experience in a technical environment as a Network Engineer.
• CCNP or equivalent certifications required; multiple CCNP or equivalent experience preferred.
• Strong written and verbal communication skills; ability to mentor others.

Responsabilidades

• Provide issue escalation support for NOC and Associate Network Engineers for critical incidents.
• Diagnose network issues, drive resolution, and identify root causes; escalate to Tier 3 when needed.
• Complete service requests, migrations, and other change management activities.
• Identify CSI opportunities to improve security, efficiency, and cost/performance.
• Document issues and resolutions in ServiceNow.
• Lead resolution of highly complex issues escalated by Network Engineering.
• Follow standard processes, including change management and escalation.
• Act as a technical mentor to NOC and peers.
• Provide on-call support for Tier 2 technical issues.

Conocimientos

Network design

Troubleshooting

ITIL processes

Mentoring

Educación

CCNP

Herramientas

Firewall configuration

Descripción del empleo

What You Will Do

• Provide issue escalation support for NOC team and Associate Network Engineers for critical incidents and problem management activities including fault isolation, troubleshooting, and resolution support for critical customer service interruptions.
• Gather necessary information to understand current network issues, work to diagnose, drive issues to resolution and identify root cause of problems; escalated to Tier 3 Principal Network Engineers if unable to resolve.
• Complete service requests, network implementations, migrations, and other change management engineering activities.
• Identify opportunities for Continual Service Improvement (CSI) to make environment more secure, efficient, and optimized for cost and performance.
• Document customer issues, communications, steps taken to resolve, and current status through ServiceNow.
• Lead the resolution of highly complex issues escalated by Network Engineering team; proactively identify problems before they occur.
• Documents and follows standard processes and procedures including change management processes, escalation processes, notification processes, ticket documentation, and customer issue resolution processes.
• Act as a technical mentor to NOC, Associate Network Engineers and peers.
• Provide on-call support for Tier 2 technical issues.

What Qualifies You

• Highly advanced technical experience in network design, route distribution, firewall configuration, data center infrastructure of the most complex customer networks across enterprise environments.
• Highly organized with the ability to execute on multiple technical tasks simultaneously.
• 5+ years' experience working in a technical environment as a Network Engineer.
• Certifications: CCNP or equivalent certifications required; multiple CCNP or equivalent experience preferred.
• Ability to educate, train, and mentor others on Network technologies.
• Possess strong written, verbal, and presentation communication skills.
• Ability to follow, document, and author standard processes and procedures.
• Ability to work assigned shift and on call rotation.
• Deep understanding of ITIL operational framework through attainment of ITIL v4 Foundation certification or equivalent industry experience.