L2 Network Support Engineer (MSP Operations)

L2 Network Support Engineer (MSP Operations)

Role Overview

We are looking for anL2 Network Support Engineerto handle day-to-day support, monitoring, and escalation acrossfirewalland network environments.

This role is critical forexecution and ticket resolutionin an MSP environment.

Key Responsibilities

Ticket Handling & Support

• Resolve L1/L2 tickets related to:
• Network connectivity
• VPN access
• Firewallrule changes
• Work within SLA timelines

Basic Configuration & Troubleshooting

• Support:
• **SonicWall / Sophosfirewallchanges (basic)
• **Ubiquiti UniFi troubleshooting
• Escalate complex issues to L3 engineers

Monitoring & Alerts

• Monitor network health and alerts
• Take proactive action on recurring issues

User & Client Communication

• Communicate with end users for:
• VPN setup
• Connectivity troubleshooting
• Provide updates and resolution summaries

Requirements

• 35 years of networking/support experience
• Basic knowledge of:
• Firewalls
• VPN
• TCP/IP
• MSP experience preferred

KPIs

• Ticket resolution time
• SLA adherence
• First-call resolution rate