Network Support Engineer – L2

Experience: 3 to 6 years

Location: Others, India

Skills: ServiceNow, Cisco WLC, SolarWinds, Cisco DNA Center, Cisco Firewalls, Fortinet Firewalls, TCP/IP, VLANs, Routing basics, DNS, DHCP, LAN, WAN, WLAN, ITIL, SD-WAN, Root Cause Analysis, Knowledge Management, Cisco Certified Network Associate, Cisco Certified Network Professional, ITIL Foundation Certification

Job Summary
The Network L2 Engineer provides operational network support for a premium enterprise customer, handling incidents, service requests, and standard changes while ensuring SLA adherence and high service quality.

Key Responsibilities
• Handle network incidents, service requests, and alerts via ServiceNow (ITSM)
Perform L2 troubleshooting across:
• LAN / WAN
• WLAN
• Firewall connectivity issues
Support Cisco Wireless LAN Controllers (WLC):
• AP and SSID issues
• Client connectivity troubleshooting
• Monitor network health using SolarWinds and Cisco DNA Center (DNAC)
Provide operational support for Cisco and Fortinet Firewalls:
• Connectivity validation
• Policy verification
• Basic rule checks under approved procedures
• Execute standard MACD activities following change management
• Perform device health checks and log collection
• Escalate complex issues to L3 with complete diagnostics
• Maintain accurate ticket documentation and shift handovers

Tools & Technologies
• ServiceNow (ITSM)
• Cisco WLC
• SolarWinds
• Cisco DNA Center (DNAC)
• Cisco Firewalls & Fortinet Firewalls (FortiGate)
• Cisco Routers & Switches

Required Skills
• Strong understanding of TCP/IP, VLANs, Routing basics, DNS, DHCP




• Hands-on experience with enterprise LAN/WAN & Wireless
• Exposure to Cisco and Fortinet firewall environments
• ITIL-based support experience
• Good communication and customer interaction skills
Key Responsibilities
1. Provide Advanced Technical Support By Troubleshooting Complex Incidents Related To Sdwan And Wireless Wlan Technologies, Ensuring Timely Resolution And Adherence To Quality Standards.
2. Conduct Thorough Root Cause Analysis For Escalated Incidents, Implementing Effective Solutions To Mitigate Recurring Issues And Enhance System Reliability.
3. Engage In Knowledge Management By Updating And Maintaining The Knowledge Base, And Training Current Staff To Foster A Culture Of Continuous Learning And Improvement.
4. Collaborate With Cross-Functional Teams To Resolve Complex Tickets Within Agreed Slas, Ensuring Seamless Operations And Maintaining A Strong Security Posture.
5. Enhance Customer Experience And Csat By Achieving First Call Resolution, Minimizing Rejected Resolutions And Re-Open Cases, While Actively Identifying And Addressing Potential Security Threats.
Skill Requirements
1. Solid Proficiency In Sdwan And Wireless Wlan (Cisco) Technologies.
2. In-Depth Understanding Of Network Troubleshooting And Incident Management.
3. Experience With Root Cause Analysis And Implementation Of Corrective Actions.
4. Familiarity With Knowledge Management Practices And Training Methodologies.
Other Requirements
1. Optional But Valuable Certifications: Cisco Certified Network Associate (Ccna), Cisco Certified Network Professional (Ccnp) In Routing And Switching Or Wireless, And Itil Foundation Certification.

📌 Network Support Engineer – (Mumbai)
🏢 HCL Technologies
📍 Mumbai