Network Support Engineer Tier 2

Responsibilities:
As a Tier 2/3 Network Support Engineer, you will be at the forefront of  client support operations. Your responsibilities will include:

• Providing professional second-line and even third-line remote technical support to clients.
• Provide network configuration, deployment and support for customers and third parties on daily
• Troubleshooting client network related issues including visiting client offices when required. 
• Effective telephonic and written communication to clients about relevant network information. 
• Proactively identifying and resolving technical incidents and problems.
• Ensuring network security by implementing and maintaining robust security measures.
• Managing and configuring Juniper and Cisco routers, switches, firewalls, and Fortigate networking equipment.
• Collaborating with clients to optimize their network configurations.
• Maintaining and enhancing network infrastructure.
• Continuously improving our service delivery processes.
• Perform after hours and weekend standby as and when required. 
• Perform laboratory and commercial validation of new core network system software, features and function where required. 
• Responds to customer network needs and questions and ensures work is performed in accordance with standards, guidelines, and processes

• 5-7 years of relevant IT/ ISP experience (must have worked for an ISP)
• Practical experience with Juniper and Cisco routers, switches, and firewalls, as well as FortiGate firewalls and networking equipment. 
• Practical experience with Juniper and Cisco routers, switches, firewalls, and FortiGate networking equipment.
• Hands-on experience with Fortinet FortiAnalyzer and Fortinet FortiManager
• Knowledge of MPLS, IPSec VPN, L2TP tunnels, and GRE tunnels.
• Familiarity with firewall UTM features, including web content filtering, IDS, IPS, DOS mitigation, and Anti-virus.
• Working knowledge of VoIP and related QoS implementations. 
• Solid network troubleshooting ability (packet captures, flow analysis, log correlation). 
• Ability to take ownership of projects with minimal supervision. 
• Ability to mentor junior staff members. 
• Team oriented with strong collaboration skills. 
• Ability to work under pressure and maintain performance in high-stress environments

• Cisco Certification – CCNP, CCSP, or CCIE (currently studying or working towards).
• Juniper and FortiGate Certifications (NSE 4–7) are a significant advantage.