Sr Engineer - Customer Service Operations

About the role

Job Description – Branch Network L2 Engineer

Position

Branch Network L2 Engineer

Experience

4–8 Years

Pune

Employment Type

Full-Time

Job Summary

We are seeking an experienced Branch Network L2 Engineer to support and manage enterprise branch network infrastructure across multiple locations. The ideal candidate should possess strong hands-on expertise in Routing & Switching, enterprise network operations, incident management, and compliance-driven environments. The role involves ensuring high network availability, troubleshooting complex issues, implementing changes, and supporting branch network transformation initiatives while maintaining SLA compliance.

Key Responsibilities

• Manage day-to-day operations of enterprise branch network infrastructure.
• Provide L2 support for network incidents, service requests, and problem management activities.
• Troubleshoot complex Layer 2 and Layer 3 network issues within agreed SLAs.
• Configure, monitor, and maintain branch routers, switches, and WAN connectivity.
• Perform network health checks and preventive maintenance activities.
• Execute network changes, branch migrations, link upgrades, and device replacements through approved change management processes.
• Coordinate with ISPs and internal teams for WAN, MPLS, Internet, SD-WAN, and leased-line-related issues.
• Perform root cause analysis (RCA) for recurring incidents and recommend permanent corrective actions.
• Maintain network documentation, topology diagrams, IP addressing plans, and inventory records.
• Support vulnerability remediation and ensure compliance with enterprise security policies.
• Ensure all network devices comply with enterprise configuration standards and audit requirements.
• Participate in DR drills, network audits, compliance reviews, and security assessments.
• Support network monitoring tools and proactively address alerts before business impact.
• Work closely with L1, L3, security, server, and application teams for issue resolution.

Technical Skills

Routing & Switching

• Strong hands-on experience with Cisco or Aruba enterprise switching platforms.
• Configuration and troubleshooting of VLANs, STP, RSTP, MSTP, EtherChannel, Port Security, and QoS.
• Hands-on knowledge of routing protocols including OSPF, EIGRP, BGP, and Static Routing.
• Experience with HSRP/VRRP/GLBP.
• Strong understanding of TCP/IP, subnetting, NAT, DHCP, DNS, and IPv4 addressing.
• Experience in LAN, WAN, MPLS, Internet, and VPN connectivity.

Enterprise Network Operations

• Incident, Change, Problem, and Service Request Management.
• Network monitoring tools such as SolarWinds, PRTG, ManageEngine, or similar.
• Configuration backup and restoration.
• Network performance analysis and optimization.
• Log analysis and troubleshooting using CLI.

Enterprise Compliance & Governance

• Hands-on experience supporting enterprise audit and compliance requirements.
• Knowledge of ITIL processes and change governance.
• Experience with configuration standardization and compliance validation.
• Understanding of security hardening guidelines and enterprise network policies.
• Support for vulnerability remediation and audit observations.
• Experience maintaining documentation for internal and external audits.

Desired Skills

• Excellent troubleshooting and analytical skills.
• Ability to handle critical incidents independently.
• Good communication and stakeholder management skills.
• Ability to prioritize multiple incidents in a fast-paced enterprise environment.
• Strong documentation and reporting skills.
• Willingness to work in rotational shifts and provide on-call support.

Educational Qualification

• BE/B.Tech in Computer Science, Information Technology, Electronics & Communication, or equivalent.
• Diploma holders with relevant enterprise networking experience may also be considered.

Preferred Certifications

• Cisco Certified Network Associate (CCNA)

• Cisco Certified Network Professional (CCNP) – Preferred

• Aruba Certified Switching Associate/Professional – Preferred

• ITIL Foundation – Preferred

Key Performance Indicators (KPIs)

• Incident SLA Compliance

• First Call Resolution (FCR)

• Mean Time to Resolve (MTTR)

• Network Availability/Uptime

• Change Success Rate

• Repeat Incident Reduction

• Preventive Maintenance Compliance

• Audit & Compliance Adherence

• Customer Satisfaction (CSAT)

• Documentation Accuracy and Timely Updates

Required Skills

• network support
• l2 support
• l3 support
• ip routing
• ip switching
• cisco switching
• aruba switching
• incident management
• problem management
• change management
• hsrp
• vrrp
• glbp
• routing protocols
• ospf
• eigrp
• bgp
• static routing