Network Support Engineer L3 India
Competitive salary, home working and other benefits

The Level 3 Network Support Engineer reports to the Network Support Team Lead and the Network and Network Security Support Manager. This role operates within a global 24x7 support squad that includes Level 1 and 2 engineers, a Squad Lead and an Incident Manager working in 9-hour rotating shifts.

As the most technically advanced position in the squad, the engineer is responsible for resolving complex incidents involving LAN, (SD-)WAN, Wi-Fi and network security technologies across multi-vendor environments, and provides expert direction during major incidents for Xalient's managed services customers.

The role follows a rotating shift pattern that includes weekends, bank holidays and religious or non-religious festivals, along with participation in an out-of-hours on-call rota.

Responsibilities also include contributing to root cause analysis, identifying recurring trends and recommending improvements to configuration, processes, documentation and tooling. The engineer supports onboarding, mentors junior staff and ensures clear documentation and handovers to maintain consistent service delivery.

Resolve complex network incidents across LAN, (SD-)WAN, Wi-Fi and network security technologies, ensuring timely resolution in line with SLA commitments
Act as the senior technical escalation point within the squad, supporting major incident resolution with expert-level troubleshooting and clear communication
Participate in a 24x7x365 shift rota and out-of-hours on-call schedule to maintain consistent support coverage for critical services
Contribute to service improvement by identifying recurring issues, performing root cause analysis and recommending enhancements to tools, processes and documentation
Maintain accurate technical documentation, including incident records, change logs, network diagrams and internal knowledge base articles
Mentor and support junior engineers, contributing to onboarding and sharing technical expertise to strengthen team capability
Uphold operational and technical standards while maintaining a customer-focused approach and promoting high service quality across all interactions
Prioritise incident response over non-urgent tasks to adhere to defined SLAs, maintain high service availability and ensure detailed shift handovers.

Minimum 5 years of experience in senior technical support or engineering within a 24x7 managed services, ISP or enterprise NOC environment
Advanced expertise in enterprise networking and security across multi-vendor platforms including Cisco, Fortinet, Palo Alto, Aruba, Zscaler and Silver Peak
Proven ability to troubleshoot and resolve complex incidents in high-pressure situations, including experience handling major incidents and root cause analysis
Strong understanding of networking protocols, encryption, segmentation, cloud connectivity, SD-WAN, and SASE/SSE technologies
Excellent communication, documentation and mentoring skills with a proactive approach to knowledge sharing and supporting junior engineers
Comfortable working in shift-based operations with ITIL-based processes, and experienced in using monitoring and configuration tools such as LogicMonitor.
ITIL Foundation certification is desirable, or a demonstrable understanding of incident, change, and problem management processes in an ITIL-aligned environment.
ITIL Foundation certification (or strong working knowledge of ITIL-aligned processes in practice)

Vendor-specific SD-WAN and cloud networking certifications
Additional cloud certifications (e.g., AWS Advanced Networking, Azure Network Engineer Associate)
Experience with ServiceNOW

IT Set Up 25,000 INR (after passing your 6 months' probation)

Joining bonus of 50,795 paid 3 months after starting
18 days annual leave
12 regional and national holidays
Extra 1-day annual leave for your Birthday.
Medical insurance
EAP – Employee assistance programme
Referral bonus scheme, of 60,000 INR

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age.

Our Commitment to Diversity

Network Support Engineer / Tech Support

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