Role Summary
The L3 Network Support Engineer is responsible for advanced network operations, escalation management, and infrastructure stability. This role involves end‑to‑end ownership of complex incidents, proactive infrastructure improvements, vendor coordination, and ensuring high availability of production environments while meeting defined SLA targets.
Job Description
- Provide advanced (L3) network support to ensure stability, performance, and availability of enterprise network infrastructure
- Create, maintain, and update SOPs, process flows, and Root Cause Analysis (RCA) documentation
- Troubleshoot and resolve complex and escalated incidents from L1 and L2 support teams
- Lead and manage P1 and P2 incident bridge calls to drive issues through to resolution
- Coordinate with vendors and OEMs for code-level bug fixes and technical remediation
- Recommend and support software and hardware upgrades to improve system reliability and performance
- Monitor and manage ticket SLAs, ensuring timely resolution and minimal business impact
- Restore production environments within defined timelines during service disruptions
- Identify gaps, risks, and challenges within the network infrastructure
- Provide recommendations for infrastructure improvements and optimization
- Ensure adherence to change management and configuration management processes
Job Requirements
- Diploma or bachelor's degree in information technology or related
- Strong expertise in Networking, Routing, and Switching
- Hands-on experience with enterprise network hardware, including; Cisco 6500, ASR/ISR routers, Catalyst switches, Nexus 7K/9K, Cisco WAAS, Cisco ACS, Brocade switches, Aruba wireless controllers and access points, Arista, HP, and Extreme network switches
- Strong knowledge of routing and redundancy protocols: BGP, OSPF, EIGRP, HSRP, STP, VRRP
- Proficiency in network monitoring and diagnostic tools such as SolarWinds, NetFlow, or equivalent, including packet capture analysis
- Hands-on experience with Riverbed and NetScaler load balancers
- Experience with ITSM/ticketing tools such as ServiceNow
- Expertise in network design and documentation using tools like Microsoft Visio
- Strong understanding of QoS and convergence technologies across LAN and WAN
- Experience in data center, LAN/WAN architecture design and implementation for large enterprise environments
- In-depth knowledge of network services including DNS, DHCP, VPN, client connectivity, firewalls, load balancers, QoS, and DMVPN
- Proven experience in network performance tuning, capacity planning, monitoring, and system reliability
- Ability to perform installation, configuration, maintenance, upgrades, and advanced troubleshooting across Cisco and other OEM devices
- Strong coordination skills to work with vendors and internal IT teams for issue resolution
- Relevant Networking certifications (Cisco, Brocade, Aruba, NetScaler) are an added advantage
