Network Engineer

Job Summary:

A Network Support Engineer is responsible for providing day-to-day technical support, troubleshooting, and resolution of network-related issues across a diverse customer base. The role involves remote diagnosis, fault finding, and resolving incidents and service requests while ensuring high standards of customer service and adherence to agreed Service Level Agreements (SLAs).

The Network Support Engineer will work closely with the Service Desk, Networks Team, and other technical teams to diagnose and resolve complex network issues, implement changes, support service recovery, and maintain reliable and secure customer environments.

The ideal candidate will have strong networking fundamentals, excellent problem-solving abilities, good communication skills, and hands-on experience with network infrastructure, firewalls, wireless networks, and routing and switching technologies.

Key Responsibilities:

·

Network Support & Troubleshooting

• Provide day-to-day 2nd Line Network Support to a

large and diverse customer base.

• Diagnose, troubleshoot, and resolve

network-related incidents and service requests remotely.

• Investigate connectivity, performance, and

infrastructure issues and provide timely resolutions.

• Manage and resolve technical faults while

minimizing impact on customers and business operations.

• Act as a point of escalation for complex

network-related issues.

Firewall & Network Security

• Configure and manage firewalls, including rule

updates, security policies, and VPN configurations.

• Work with multiple firewall vendors, including

FortiGate, Sophos, and Check Point.

• Troubleshoot firewall and VPN-related

connectivity and security issues.

• Support secure and reliable network services

across customer environments.

Switching & Wireless Networks

• Troubleshoot and resolve Layer 2 switching issues

across platforms such as Cisco, Extreme, and UniFi.

• Configure and troubleshoot VLANs and Spanning

Tree Protocol (STP) issues.

• Diagnose wireless network problems, including:

• Interference

• Coverage issues

• Authentication failures

• Connectivity problems

Routing & Network Infrastructure

• Troubleshoot network routing and connectivity

issues.

• Apply knowledge of IP routing protocols,

including OSPF and BGP.

• Support network infrastructure changes and

service recovery activities.

• Work collaboratively with the Networks Team and

other technical teams to implement appropriate solutions.

Customer Support & Service Management

• Provide professional and effective technical

support through phone and email.

• Communicate technical issues and solutions

clearly to both technical and non-technical customers.

• Maintain strong working relationships with

customers and internal stakeholders.

• Manage multiple incidents and service requests

while prioritising workload effectively.

• Work within agreed SLAs, including response and

resolution targets.

• Ensure tickets are accurately documented and

updated throughout the resolution process.

Change & Continual Improvement

• Act as a technical lead for customers during the

implementation of network changes and service recovery.

• Support continual improvement by identifying

opportunities to improve efficiency and technical processes.

• Identify opportunities to automate repetitive or

manual processes.

• Collaborate with colleagues to resolve issues and

implement required network changes.

• Follow established procedures, technical

standards, and best practices.

​

Requirements

Essential Skills and Qualifications

• Strong understanding of networking fundamentals,

including TCP/IP and network troubleshooting.

• Experience working with Cisco routers and

switches.

• Hands-on experience with firewalls, such as

Fortinet, Cisco ASA, Palo Alto, Sophos, or Check Point.

• Experience troubleshooting VPN connectivity.

• Understanding of VLAN configuration and Layer 2

switching.

• Understanding of Spanning Tree Protocol (STP).

• Experience troubleshooting wireless network

issues.

• Understanding of IP routing protocols,

particularly OSPF and BGP.

• Good understanding of Quality of Service (QoS).

• Strong analytical and problem-solving skills.

• Excellent communication and customer-service

skills.

• Strong documentation and organisational skills.

• Ability to manage multiple incidents and service

requests while working to SLAs.

• Ability to work effectively with Service Desk,

Network, and other technical teams.

Certifications

The following certifications are desirable:

• Cisco Certified Network Associate (CCNA) –

completed or currently working towards.

• Fortinet Certified Professional (FCP) – completed

or currently working towards.

• ITIL qualification would be advantageous.

IT Service Management

Experience with IT Service Management environments would be beneficial, including:

• ServiceNow or similar ITSM platforms.

• Incident and service request management.

• SLA management and prioritisation.

• Ticket documentation and resolution notes.

• Following established support procedures and best

practices.

Tools & Technologies

Experience with or knowledge of the following technologies would be advantageous:

· Cisco

· Extreme Networks

· UniFi

· FortiGate

· Sophos

· Check Point

· Cisco ASA

· Palo Alto

· VPN technologies

· Wireless networking

· VLANs

· Spanning Tree Protocol

· OSPF

· BGP

· QoS

· ServiceNow or similar ITSM platforms

· Remote troubleshooting and fault-finding tools

Additional Responsibilities

• Support customer network changes and service

recovery activities.

• Collaborate with internal technical teams to

ensure effective issue resolution.

• Maintain accurate technical documentation.

• Contribute to knowledge sharing and continual

improvement initiatives.

• Participate in an out-of-hours (OOH) rota,

approximately 2–3 times per year.

• Support application or infrastructure updates and

upgrades during OOH periods where required.

• Identify and escalate Priority 1 (P1) and

Priority 2 (P2) incidents, including security incidents, as early as possible.

• Continue developing technical knowledge and

pursue relevant certifications and professional development.

Benefits

· Annual Bonus

· Provident Fund

· Performance bonuses

· Employee's State Insurance Corporation

· Medical Insurance

· Night Allowances

· Pick and Drop facilities (Only for Female Staff)

· Day outs for Staff

· Team Lunches

· Maternity/Paternity leaves

· Retirement Benefits

· National and International tour packages after successful completion of service as per company policies

· Paid Time Off

· Flexible work schedules and workplace perks like on-site snacks

· Flexible working

· Salary reviews are subject to annual performance/annual appraisal reviews