Network Engineer

Responsibilities Tier 2 Network Engineer will be responsible for a wide range of activities that include ticket management, triage, collaboration with advanced teams, and first‑level support of Managed Services customer networks, primarily Incident. These activities will include performing the initial troubleshooting and resolution of standard to moderately complex network issues, working with vendors and internal organizations (NOC, Engineering, PMO, etc.) on product‑wide issues. Engineers must exhibit excellent customer‑facing skills and the ability to manage the internal technical teams during joint collaborations. Lead technical engineers will directly interact with customers on high‑visibility and complex technical issues, and should possess the ability to communicate technical details and concepts. Network Engineer provides the 2nd level of support by performing the initial incident troubleshooting, management and triage for Managed Network Services customers. Technical engineer supports a complex mix of technologies that create the Managed Services product offerings including Managed WAN (MWAN), Managed LAN (MLAN), Managed Wireless LAN (MWLAN – Aruba and Cisco WLCs and APs), SDWAN (Viptela, Versa, Meraki). In addition to the managed CPE equipment, Lead technical engineer also provides support for customer circuits, involves in troubleshooting the circuit‑related issues by coordinating with field tech and other core support teams. Minimum Qualifications The successful candidate will possess a Bachelor degree in IT or the equivalent and have an active certification of either CCNA, CCNP R&S, or CCNP SP. Candidates should have a strong working knowledge of OSI layers 1‑7, with the ability to apply analytical and troubleshooting skill sets to solve moderately complex problems across all networking disciplines. Candidates must possess a solid understanding of LAN, WAN and SDWAN concepts (including wireless LAN) plus an average of 3 to 6 years of hands‑on experience supporting enterprise‑class routers, switches in a global network environment using common network security practices, standards and troubleshooting. Candidates must possess excellent communication skills and be able to deliver results under pressure. Technical engineers work directly with our customers, and therefore engineers must have strong customer service skills and the ability to interface successfully with both the customer’s technical and non‑technical contacts, Account teams and various other groups involved in the delivery of service to the end customer. Willing to work 24*7 rotational shifts and flexible hours on weekdays, weekends and holidays as required. Desired Skills & Experience The successful candidate should possess: Bachelor degree of Computer Science or IT equivalent. Active CCNA certification is a minimum requirement; active CCNP is an added advantage. A solid understanding of network routing and switching concepts. Good knowledge on BGP, EIGRP, OSPF, and RIP routing protocols, redistribution, and high‑availability protocols such as HSRP, GLBP, and VRRP. Good knowledge of QOS, MQOS, queuing techniques, policing, shaping, marking etc. on Cisco and Juniper platforms. Experience in supporting SDWAN products such as Versa, Viptela, Meraki, Silver Peak is an added advantage. Experience supporting Aruba and Cisco WLAN Controllers and Access Points is must. Strong knowledge and working experience with resolution‑centric diagnostic approach, ability to quickly identify and isolate the root cause of issues in minimal time. Ability to multitask in a high‑visibility environment. Understanding of ITIL model and experience working in an ITIL environment. Troubleshooting skills utilizing Wireshark packet capture/analysis is an added advantage. Experience and knowledge of network monitoring/management technologies (AAA, SNMP, FTP, SCP, telnet, SSH, NTP, NetFlow, syslog, monitoring applications, etc.). Good technical writing skills for known‑issue documentation. Disclaimer HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to View email address on click.appcast.io for investigation. Compensation and Benefits A candidate’s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance‑based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need‑based leave with no designated number of leave days per year); and 10 paid holidays per year. #J-18808-Ljbffr