Network Support Engineer

Job Description We are seeking a Network Support Engineer (Level 1.5) to provide remote and on-site technical support for enterprise network and security infrastructure. The successful candidate will be responsible for incident management, troubleshooting, preventive maintenance, and ensuring service delivery meets agreed Service Level Agreements (SLAs). This role requires close collaboration with internal support teams while maintaining high operational standards and customer satisfaction. Key Responsibilities Provide Level 1.5 remote and on-site technical support for enterprise network and security infrastructure. Monitor, troubleshoot, and resolve network incidents within agreed Service Level Agreements (SLAs). Perform first-level diagnosis and escalate complex technical issues to higher-level support teams when necessary. Manage incidents from initial logging through to resolution and closure, ensuring accurate documentation in the ticketing system. Carry out preventive maintenance activities, including hardware health checks and inventory management. Participate in scheduled maintenance activities during weekends or after business hours when required. Participate in a 24x7 standby support rotation to provide operational support outside normal business hours. Ensure compliance with established operational procedures, documentation standards, and service management processes. Work closely with internal teams to maintain network availability, reliability, and performance. Complete assigned technical training and certifications required to support customer environments. Perform additional operational duties assigned by the Team Lead or Operations Manager. Requirements Education Diploma or Bachelor's Degree in Information Technology, Computer Science, Computer Engineering, Network Engineering, or a related discipline. Experience Experience providing technical support for enterprise network infrastructure. Experience supporting Cisco networking environments. Experience with incident management and technical troubleshooting in an enterprise environment. Technical Skills Basic understanding of networking concepts, including Layer 2 and Layer 3 technologies. Knowledge of network switches, routers, wireless networking, and network connectivity. Experience supporting Cisco Catalyst Switches. Basic knowledge of network security concepts and Check Point Firewall administration. Familiarity with incident management tools and service management processes. Ability to provide both remote and on-site technical support. Preferred Qualifications Cisco Certified Network Associate (CCNA) certification or equivalent is preferred. Additional networking or security certifications will be an advantage.