We are seeking an experienced Network Support Engineer to provide L2/L3 support for enterprise network environments. The role involves troubleshooting complex network issues, managing escalations, and ensuring high levels of customer service and operational excellence.

Key Responsibilities

Provide first, second, and third-level support, resolving ~75% of issues without escalation.
Troubleshoot network, server, and hardware issues, ensuring minimal downtime.
Escalate unresolved issues to relevant engineering teams while adhering to defined procedures.
Maintain accurate and up-to-date ticket information, ensuring transparent communication with customers.
Coordinate replacement of faulty hardware and ensure timely resolution.
Execute client change requests in collaboration with Engineering, Account Management, and Command Centre teams.
Escalate critical incidents/outages to leadership as per SLA and process guidelines.
Document incident resolutions thoroughly in case notes and provide detailed feedback to stakeholders.
Review and manage open cases daily,



updating relevant stakeholders on status and progress.
Ensure smooth shift handovers with comprehensive updates.
Participate in daily operations and change review meetings.
Engage with third-party vendors for issue resolution when required.

Required Skills & Qualifications

Core Competencies

Strong customer-facing communication skills (verbal and written).
Ability to work under pressure and manage multiple priorities.
Analytical mindset with solid troubleshooting capabilities.
Proactive, adaptable, and team-oriented approach.
Experience with ticketing tools and adherence to SLA timelines.

Technical Skills

Networking & Security Technologies

Cisco routers and switches
Lenovo switching solutions
SD-WAN (multi-vendor)
Wireless technologies (Cisco WiFi)
Firewalls (Sophos, Check Point)
Load balancers (F5 Big-IP, Kemp)
Azure Networking (vNets, Virtual WAN, VPNs, NSG, Hub architectures)
Proxy solutions (Bluecoat) and M

📌 Senior Network Consultant I (Noida)
🏢 Lumen Technologies India
📍 Noida