Network Support Engineer

Job Opportunity

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.

Job Description

We're looking for a Level-2 Network Support Engineer to provide mid-level technical support for enterprise customers around the world. If you enjoy troubleshooting real-world network issues, working across multiple vendors and platforms, and resolving problems others can't, this role is for you.

What You'll Do:

• Handle escalated network incidents and service requests from Level-1 support
• Troubleshoot routing, switching, VPN, wireless, and firewall issues in live customer environments
• Use tools such as packet capture, log analysis, and CLI diagnostics to identify root cause
• Escalate complex or high-severity issues to Level-3 engineering when required
• Maintain accurate ticket updates and documentation in ServiceNow
• Support proactive monitoring and alert triage to help prevent customer outages
• Update internal knowledge base articles with fixes and troubleshooting steps

Team Lead Duties:

• Performance Management: Establishes and agrees with the processes and procedures. Establishes and manages the achievement of quality and productivity Key Performance Indicators. Monitors and evaluates all processes and implements improvements to ensure EMS clients receive appropriate and high-quality services as committed. Performs daily and monthly auditing of work processes.
• People and Client Management: Monitor and assist team members in the daily operational aspects of the project including compliance for timely completion of tasks Reviewing the status and performance against targets, performing root cause analysis of variances, and making improvements to meet the targets. Coach, guide, and train team members by providing creative ideas and ways how to carry out the respective tasks towards providing excellent patient support. Provide assistance to team members in accordance with established practices and procedures. Provide timely and accurate reports as agreed with EMS. Establish good working relationships with the clients Assist in hiring, selection, and training of new team members Assist callers requesting supervisor for escalated calls Review escalated accounts from the clients

Job Requirements and Credentials:

• 2–4 years experience in a NOC, TAC, MSP, or similar support environment
• Strong working knowledge of: VLANs, routing protocols, ACLs, VPNs, DHCP/DNS, wireless networking
• Ability to analyze issues independently and document clear troubleshooting steps
• Excellent written and verbal communication in English (customer-facing)
• Certifications:
• Required: CCNA (or equivalent experience), ITIL Foundation
• Preferred: CCNP, Fortinet NSE, Meraki, VMware, SD-WAN vendor certs

Technical Environment You'll work with: Cisco ISR/ASR, Catalyst, Meraki, Fortinet firewalls, VPN technologies, routing (OSPF, EIGRP, basic BGP), switching (STP, EtherChannel), and standard troubleshooting tools (Wireshark, CLI, monitoring platforms, etc.). Experience with ServiceNow or other ITSM tools is a plus.

Role Details:

• Shift: EMEA schedule
• Location: Remote / Global (must be eligible to work in home country)
• Type: Full-time, Non-Exempt
• Travel: Occasional, for training or team collaboration
• Reports to: Sr. Network Engineering Manager