Network Engineer (L2)

Responsibilities

• Provide second-line remote and/or onsite technical support and field engineering service to clients.
• Manage standard and low‑complexity incidents, conduct routine tasks using available information and standard procedures.
• Ensure client site infrastructure is configured, installed, tested, and operational.
• Install and configure software components according to client requirements.
• Proactively identify problems and log incidents promptly with the required detail.
• Liaise with stakeholders, including client IT environments and carriers, to expedite diagnosis.
• Investigate second-line support calls, identify root causes using knowledge articles, and respond to all alerts.
• Escalate unresolved issues to L3 Field Engineer within the stipulated time.
• Update incident records with progress and resolution details in a timely manner on the required platform.
• Track, log, report on, an...