L2 Network Support Engineer (MSP Operations)

Role Overview

We are looking for an L2 Network Support Engineer to handle day-to-day support, monitoring, and escalation across firewall and network environments.

This role is critical for execution and ticket resolution in an MSP workplace.

Key Responsibilities

Ticket Handling & Support

- Resolve L1/L2 tickets related to:
- Network connectivity
- VPN access
- Firewall rule changes
- Work within SLA timelines

Basic Configuration & Troubleshooting

- Support:
- **SonicWall / Sophos firewall changes (basic)
- **Ubiquiti UniFi troubleshooting
- Escalate complex issues to L3 engineers

Monitoring & Alerts

- Monitor network health and alerts
- Take proactive action on recurring issues

User & Client Communication

- Communicate with end users for:
- VPN setup
- Connectivity troubleshooting
- Provide updates and resolution summaries

Requirements

- 3–5 years of networking/support experience
- Basic knowledge of:
- Firewalls
- VPN
- TCP/IP
- MSP experience preferred

KPIs

- Ticket resolution time
- SLA adherence
- First-call resolution rate

📌 Network Support Engineer (MSP Operations) (Pune)
🏢 Ashunya
📍 Pune