Network Support Engineer Level 2 -Data Center

The Network Support Engineer - Level 2 (Data Center) is responsible for providing advanced technical support for enterprise network infrastructure within data center environments. The role focuses on diagnosing and resolving complex network incidents, maintaining high availability, supporting critical infrastructure, and ensuring compliance with operational standards and SLAs.

The engineer works closely with Level 1, Level 3, cloud, server, security, and infrastructure teams to maintain optimal network performance and business continuity.

Key Responsibilities

• Provide Level 2 support for enterprise data center network incidents and service requests.
• Troubleshoot complex LAN, WAN, Data Center, and Wireless network issues.
• Configure, maintain, and support enterprise routers, switches, firewalls, load balancers, and wireless controllers.
• Support routing and switching technologies including VLANs, STP, OSPF, BGP, VRRP/HSRP, EtherChannel, and ACLs.
• Troubleshoot VPN connectivity, MPLS circuits, Internet connectivity, and WAN optimization solutions.
• Perform network health analysis and root cause identification for recurring issues.

Operational / Delivery

• Resolve escalated incidents from Level 1 support within defined SLA timelines.
• Implement network changes, upgrades, and maintenance activities during approved change windows.
• Perform installation, configuration, replacement, and migration of network hardware in data center environments.
• Monitor enterprise network infrastructure using network monitoring and alerting tools.
• Support rack and stack activities, cable management, patching, hardware replacements, and connectivity validation.
• Perform firmware and software upgrades on network devices while minimizing service disruptions.
• Participate in on-call support and scheduled maintenance activities.

Governance & Process

• Maintain detailed documentation of network topology, configurations, incidents, and change records.
• Follow ITIL processes for Incident, Problem, Change, and Configuration Management.
• Ensure compliance with security standards, operational procedures, and customer policies.
• Perform root cause analysis (RCA) and recommend preventive measures.
• Escalate major incidents to Level 3, vendors, or architecture teams when required.

Stakeholder Management

• Collaborate with Infrastructure, Server, Cloud, Security, and Application teams.
• Coordinate with OEM vendors and Internet Service Providers for issue resolution.
• Provide technical updates and incident reports to management and customers.
• Mentor Level 1 engineers by providing technical guidance and troubleshooting support.

Core Deliverables

• Timely resolution of Level 2 network incidents.
• High availability and stability of enterprise data center networks.
• Accurate documentation of configurations, incidents, and change activities.
• Successful implementation of planned network changes.
• Reduced incident recurrence through proactive monitoring and root cause analysis.
• Compliance with SLA, security, and operational standards., * SLA compliance and incident resolution performance.
• First-time resolution of Level 2 incidents.
• Data center network uptime and service availability.
• Successful execution of planned network changes.
• Quality and accuracy of technical documentation.
• Root cause analysis completion and preventive action implementation.
• Customer satisfaction and service quality metrics.
• Reduction in recurring incidents and escalations.

• Strong understanding of TCP/IP, DNS, DHCP, NAT, VLANs, Subnetting, STP, OSPF, BGP, VRRP/HSRP, ACLs, QoS, and MPLS.
• Experience configuring and troubleshooting enterprise routing and switching environments.
• Knowledge of enterprise wireless technologies and controllers.

Data Center Technologies

• Experience supporting enterprise data center networking.
• Knowledge of Cisco Nexus, Catalyst, Arista, Juniper, or similar enterprise networking platforms.
• Familiarity with Spine-Leaf architecture (preferred).
• Understanding of virtualization networking (VMware, Hyper-V) and cloud connectivity.

Security

• Experience supporting enterprise firewalls (Cisco ASA, Fortinet, Palo Alto, Check Point, etc.).
• Knowledge of VPN technologies (IPSec, SSL VPN).
• Basic understanding of network security principles and segmentation.

Monitoring & Tools

• Experience with network monitoring tools such as:
• SolarWinds
• PRTG
• Nagios
• Zabbix
• Cisco DNA Center
• LogicMonitor
• ManageEngine OpManager
• Familiarity with ServiceNow, Jira, Remedy, or other ITSM/ticketing systems.

Soft Skills

• Excellent troubleshooting and analytical abilities.
• Strong communication and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong documentation and reporting skills.
• Ability to work independently and collaboratively with cross-functional teams.

Preferred Experience

• 3-5 years of experience in enterprise network support or data center operations.
• Hands-on experience with Cisco, Juniper, Arista, or equivalent enterprise networking equipment.
• Experience supporting large enterprise or multi-site network environments.
• Exposure to SD-WAN, Cisco ACI, VMware NSX, or cloud networking (Azure/AWS/GCP) is preferred.
• Experience working within ITIL-based support environments.

Preferred Certifications

• Cisco CCNA (Required)
• Cisco CCNP Enterprise (Preferred)
• Juniper JNCIA/JNCIS (Preferred)
• Fortinet NSE
• Palo Alto PCNSA/PCNSE
• ITIL Foundation
• VMware VCP-NV (Preferred)

Brainotech IT Solutions is a global IT services and managed infrastructure company providing end-to-end enterprise technology solutions. The company specializes in supporting distributed organizations with scalable IT operations, field engineering, cloud infrastructure, and enterprise data center management. We deliver reliable, secure, and high-performance IT infrastructure services to clients across multiple industries worldwide.