Senior IT Network Support Engineer

Role & responsibilities Network Support & Operations Manage, monitor, and support LAN, WAN, WLAN, VPN, firewall, router, switch, and internet connectivity infrastructure. Troubleshoot complex network issues related to connectivity, latency, packet loss, DNS, DHCP, routing, switching, and firewall policies. Provide Level 2 and Level 3 support for network-related incidents and service requests. Ensure maximum network uptime and performance across office, data centre, cloud, and remote user environments. Perform root cause analysis for recurring network issues and implement permanent fixes. Network Infrastructure Management Configure, maintain, and upgrade routers, switches, firewalls, wireless controllers, access points, and VPN devices. Support network segmentation, VLAN configuration, routing protocols, NAT, ACLs, and QoS policies. Maintain network diagrams, configuration documents, IP address plans, and asset inventories. Assist in planning and executing network upgrades, migrations, expansions, and technology refresh projects. Security & Compliance Implement and maintain network security controls, including firewall rules, VPN access, access control lists, and secure configurations. Monitor network traffic and security alerts to identify potential threats or abnormal activity. Support security audits, vulnerability remediation, and compliance requirements. Ensure network devices are patched, backed up, and configured according to security best practices. Monitoring & Incident Management Use monitoring tools to track network availability, bandwidth usage, device health, and performance metrics. Respond to alerts, outages, and escalations within defined SLA timelines. Work with vendors, ISPs, and internal teams to resolve network faults and service disruptions. Participate in on-call or after-hours support as required. Collaboration & Team Leadership Act as a senior escalation point for junior engineers and IT support teams. Provide technical guidance, mentoring, and knowledge sharing. Work closely with system administrators, cybersecurity teams, cloud teams, and business stakeholders. Create and maintain standard operating procedures, troubleshooting guides, and technical documentation. Required Skills & Experience Strong experience in enterprise network support and troubleshooting. Hands-on knowledge of routing, switching, VLANs, STP, OSPF, BGP, NAT, ACLs, DNS, DHCP, TCP/IP, and VPN technologies. Experience with firewalls such as Fortinet, Palo Alto, Cisco ASA/Firepower, Sophos, or Check Point. Experience with switches and routers from Cisco, Zyxel, Juniper, Aruba, HP, Dell, or similar vendors. Good understanding of wireless networking, access points, controllers, SSIDs, authentication, and RF troubleshooting. Familiarity with network monitoring tools such as SolarWinds, PRTG, Zabbix, Nagios, ManageEngine, or similar platforms. Strong troubleshooting skills using tools such as ping, traceroute, nslookup, Wireshark, packet capture, and log analysis. Knowledge of ITIL processes, including incident, problem, and change management. Ability to work under pressure, handle critical network outages & extend shifts as per operational requirements. Strong communication, documentation, and stakeholder management skills.