Lumen Technologies
Website:
lumen.com
Job details:
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 strong 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 Meraki devices
- RSA server management
Networking Fundamentals
- TCP/IP protocols
- Layer 2 & Layer 3 switching and routing
- Routing protocols: BGP, EIGRP, OSPF
- Network security concepts: Firewalls, IDS/IPS, VPNs, SSL
- Load balancing principles
- Radius/NPS configuration and administration
Tools & Platforms
- Packet capture tools: Wireshark, NetScout
- Monitoring tools: SolarWinds, NetFlow
- IP Soft tools
- Operating systems: Windows, Linux/Unix
- Networking services: DHCP, DNS
Additional Requirements
- Experience in enterprise network support environments (mandatory)
- Strong troubleshooting and incident management experience
- Ability to design, implement, and support network/security solutions
- ITIL certification (preferred)
Nice to Have
We are an equal opportunity employer committed to fair and ethical hiring practices. We do not charge any fees or accept any form of payment from candidates at any stage of the recruitment process. If anyone claims to offer employment opportunities in our company in exchange for money or any other benefit, please treat it as fraudulent and report it immediately.
Routing and Switching, Firewall, Sdwan, Wireless Technologies
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