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fetchjobs.co
Job details:
About The Company
Infinit-O is the trusted, customer-centric, and sustainable leader in Business Process Optimization. We empower finance and healthcare organizations to thrive in a digital-first world by combining specialized industry expertise and innovative technology for 20 years.
We navigate complex industry landscapes to drive transformative outcomes, helping businesses streamline operations, enhance customer experience, and achieve sustainable growth backed by a world-class Net Promoter Score of 75. Our approach combines operational efficiency with a human-centered ethos, ensuring sustainable value creation for our clients and team members.
As a Certified B Corporation, Infinit-O is committed to the highest standards of social and environmental performance, accountability, and transparency. We embed these values into every aspect of our operations—aligning business success with a positive impact on our clients, people, and communities.
Our commitment to Diversity, Equity, and Inclusion (DEI) is integral to our mission. We believe that building inclusive, equitable teams is not only the right thing to do—it is also essential for driving innovation and better business outcomes. We actively promote equal opportunity through inclusive hiring practices, continuous learning programs, and regular equity assessments to ensure a fair and empowering workplace for all.
About The Role
We are seeking a skilled Level-2 Network Support Engineer to join our dynamic team. In this role, you will be responsible for providing mid-level technical support to our enterprise customers worldwide. Your expertise will help resolve complex network issues, ensuring minimal downtime and optimal network performance for our clients. This position offers an exciting opportunity to troubleshoot real-world network problems across multiple vendors and platforms, working in a fast-paced and collaborative environment.
The ideal candidate will have a strong foundation in network infrastructure, excellent problem-solving skills, and the ability to communicate technical solutions effectively to both technical and non-technical stakeholders. As part of our team, you will contribute to maintaining high service standards and supporting proactive network monitoring initiatives.
Qualifications
- 2–4 years of experience in a Network Operations Center (NOC), Technical Assistance Center (TAC), Managed Service Provider (MSP), or similar support environment.
- Strong working knowledge of VLANs, routing protocols (OSPF, EIGRP, BGP), ACLs, VPNs, DHCP/DNS, and wireless networking.
- Proficiency in analyzing network issues independently and documenting clear troubleshooting steps.
- Excellent written and verbal communication skills in English, with a customer-facing focus.
- Certifications required: CCNA (or equivalent experience), ITIL Foundation.
- Preferred certifications include: CCNP, Fortinet NSE, Meraki, VMware, SD-WAN vendor certifications.
Responsibilities
As a Level-2 Network Support Engineer, your key responsibilities will include:
- Handling escalated network incidents and service requests originating from Level-1 support teams.
- Troubleshooting routing, switching, VPN, wireless, and firewall issues in live customer environments.
- Utilizing diagnostic tools such as packet capture, log analysis, and CLI diagnostics to identify root causes of network problems.
- Escalating complex or high-severity issues to Level-3 engineering teams when necessary.
- Maintaining accurate and comprehensive ticket updates and documentation within ServiceNow or similar ITSM platforms.
- Supporting proactive network monitoring and alert triage to prevent potential outages.
- Updating internal knowledge base articles with troubleshooting steps and resolutions to enhance team efficiency.
In addition, you will participate in team leadership activities, including mentoring junior staff, reviewing escalated cases, and contributing to continuous process improvements.
Team Lead Duties
In a Leadership Capacity, Your Responsibilities Will Extend To
- Establishing and refining support processes and procedures to ensure consistent service quality.
- Monitoring performance metrics and implementing improvements to meet quality and productivity KPIs.
- Performing regular audits of work processes to uphold service standards.
- Acting as the main point of contact for daily communication and collaboration with clients and internal teams.
- Monitoring team performance, providing coaching, and facilitating training to foster professional growth.
- Assisting in hiring, onboarding, and training new team members.
- Managing escalated customer issues and ensuring timely resolution.
- Building and maintaining strong relationships with clients to understand their needs and expectations.
Requirements
To succeed in this role, candidates should possess:
- 2–4 years of experience working in NOC, TAC, MSP, or a similar technical support environment.
- Deep understanding of network fundamentals, including VLANs, routing protocols, ACLs, VPNs, DHCP/DNS, and wireless networking.
- Strong analytical skills to independently diagnose and resolve network issues.
- Excellent communication skills in English, with the ability to clearly document and explain technical information.
- Certifications: CCNA (or equivalent), ITIL Foundation are mandatory; additional certifications such as CCNP, Fortinet NSE, or VMware are advantageous.
Technical Environment
You will work with a range of networking technologies and tools, including Cisco ISR/ASR routers, Catalyst switches, Meraki devices, Fortinet firewalls, VPN technologies
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