Sr. Network Support Engineer

In this role, you will take on a hands-on technical position where you will lead escalations, mentor junior engineers, and manage high-priority support tickets, ensuring efficient issue resolution and team growth.

Key Responsibilities:

• Act as the primary escalation point for support engineers.
• Manage P1 & P2 support tickets and vendor TAC cases.
• Mentor and train support and service desk engineers.
• Monitor SLAs, ensuring tickets are actioned and updated.
• Liaise with engineers, teams, and service desk to resolve issues.
• Handle customer escalations efficiently.
• Provide hands-on support for LANs, WANs, routers, switches, and firewalls.

Requirements:

• Proven experience in third and fourth-line network support.
• Strong English communication skills (written & verbal).
• Hands-on experience with Cisco, Juniper, and Fortinet networks
• Knowledge of LAN, WAN, WLAN, and security infrastructures.
• Ability to work across various teams and stakeholders professionally.
• Excellent time management and multitasking abilities.
• A customer-focused mindset with strong analytical skills and ability to prioritize and handle escalations effectively.
• Knowledge of Fortinet Fortigate Firewalls, MPLS, OTV, VPLS, and Cisco Nexus