Network Engineer L2

Overview

Network Engineer L2 (Cross Technology Managed Services Engineer) responsible for maintaining clients' IT infrastructure and systems through incident and change management.

What you'll do

• Proactively monitor, identify, investigate, and resolve technical incidents and problems for clients.
• Manage work queues and address incidents and requests within agreed SLAs.
• Restore services and update tickets with actions taken.
• Execute changes carefully, understand/mitigate risks, and support change management with documentation.
• Audit incident and request tickets for quality, recommend improvements, and identify tasks for automation.
• Handle client escalations and assist with disaster recovery functions and tests when needed.
• Collaborate with other teams and clients to provide second-level support.

What you'll need

• Moderate-level managed services experience handling cross-technology infrastructure.
• Knowledge of ticketing tools, preferably ServiceNow.
• Familiarity with ITIL processes and experience working with vendors and third parties.
• Ability to plan activities/projects while accounting for changing circumstances.
• Experience with effective communication across cultures and social groups.
• Bachelor’s degree in IT/Computing or equivalent work experience.

Details

• Workplace type: On-site.
• Location: Gurgaon, India.