Network Engineer

Position Title – Level 2 Network Engineer

Primary Duties

1. Network Monitoring and Operations

• Continuously oversee the network infrastructure utilizing designated monitoring tools.
• Assess availability, latency, utilization, and health metrics across LAN, WAN, SD-WAN, and Data Center environments.
• Respond to alerts, conduct preliminary diagnostics, and implement corrective measures in accordance with Standard Operating Procedures (SOPs).
• Examine system logs, audit trails, and operational alerts for irregularities.
• Ensure precise network documentation, updates to topology, and operational records are maintained.

2. Incident Management (Level 2)

• Serve as the initial point of contact for network incidents.
• Document, classify, prioritize, and monitor incidents using IT Service Management (ITSM) tools.
• Conduct initial troubleshooting for connectivity, performance, and access-related issues.
• Restore services following documented procedures and standard fixes where appropriate.
• Escalate incidents to Level 2/Level 3 teams with relevant diagnostics, logs, and supporting evidence.
• Engage in bridge calls and provide timely updates during significant incidents.

3. Network Security Operations (Level 2 Support)

• Review firewall logs, access violations, and security alerts.
• Implement approved firewall rule modifications, access requests, and policy updates under supervision.
• Assist with Network Access Control (NAC) operations, including authentication and posture validation alerts.
• Detect and report suspicious or unusual traffic patterns for further investigation.
• Ensure compliance with security policies, hardening standards, and access controls.

4. Change and Configuration Support

• Assist with approved network alterations in accordance with change records and implementation strategies.
• Implement low-risk, pre-authorized changes under guidance (e.g., configuration modifications, rule additions).
• Conduct pre- and post-change evaluations to confirm service stability.
• Maintain configuration backups and support restoration efforts as necessary.
• Update change documentation and evidence following governance standards.

5. Maintenance and Lifecycle Support

• Provide assistance during scheduled maintenance activities including device reboots, shutdowns, and startups.
• Offer on-site or remote standby support during infrastructure or facility maintenance.
• Monitor hardware support contracts, warranties, and end-of-support notifications.
• Proactively communicate capacity, performance, or lifecycle risks to senior engineers.

6. Reporting and Compliance

• Gather operational data for daily, weekly, and monthly performance reports.
• Aid in reporting incidents, changes, availability, and security posture.
• Ensure all actions are documented, auditable, and compliant with ITIL and security regulations.
• Maintain documentation for patching, access, and configuration compliance.

Required Technologies – Familiarity Expected

Network Platforms

• Cisco Nexus (Data Center Switching – fundamental operations)
• Cisco ACI (monitoring, tenant/EPG visibility)
• Cisco SD-WAN (monitoring, alerts, basic checks)
• Cisco WAN Routers and Campus Switches

Security and Identity

• Firewalls (rule monitoring, basic administration)
• Cisco ISE / TACACS (access alerts, basic support)
• Concepts of network segmentation and access control

Monitoring and ITSM

• Network Monitoring Tools (SNMP-based solutions, dashboards)
• ITSM tools (Incident, Change, Problem workflows)
• Log analysis and alert management

Essential Skills and Competencies

Technical Proficiencies

• Basic knowledge of TCP/IP, routing, switching, and VLANs
• Familiarity with firewall rules, access controls, and network security principles
• Ability to adhere to SOPs, runbooks, and escalation protocols
• Basic troubleshooting and log analysis capabilities

Process and Operational Expertise

• Understanding of ITIL processes (Incident, Change, Problem)
• Strong documentation and evidence management skills
• Ability to work shifts and in high-availability settings

Interpersonal Skills

• Effective communication during incidents and escalations
• Attention to detail and operational rigor
• Ability to perform well under pressure and follow structured processes
• Team-oriented with effective coordination abilities

Role Limitations

• No responsibilities for network design or architecture
• No major configuration changes without authorization
• No independent execution of high-risk changes
• All tasks conducted under established SOPs and governance