Desktop And Network Support Engineer

Job Summary

We are seeking a skilled and customer-focused Network Support Engineer to provide technical support, maintain network infrastructure, and resolve complex networking issues. The successful candidate will be responsible for monitoring, troubleshooting, and supporting LAN, WAN, VPN, wireless, and cloud-connected environments while ensuring high availability and optimal performance. This role requires strong analytical skills, excellent communication, and the ability to work independently and collaboratively within a technical support team.

Key Responsibilities

Provide Level 2 and Level 3 technical support for network-related incidents and service requests. Diagnose and resolve network connectivity, routing, switching, firewall, VPN, wireless, and internet-related issues. Monitor network performance and proactively identify potential issues before they impact users. Configure, deploy, and maintain network devices including routers, switches, firewalls, wireless access points, and load balancers. Perform firmware upgrades, patch management, and preventative maintenance on network infrastructure. Support network security by implementing best practices, managing firewall rules, VPN access, and network segmentation. Investigate and resolve escalated technical incidents within agreed service level agreements (SLAs). Work closely with systems engineers, cybersecurity teams, cloud engineers, and service desk personnel to resolve infrastructure issues. Document network configurations, troubleshooting procedures, and technical solutions. Participate in network upgrades, migrations, disaster recovery planning, and infrastructure projects. Maintain accurate asset inventories and network documentation. Provide technical guidance and mentoring to junior support engineers. Participate in an on-call support rotation when required. Required Skills and Experience

Experience supporting enterprise network environments. Strong knowledge of: TCP/IP DNS DHCP VLANs Routing protocols Switching technologies VPN technologies NAT Wireless networking Experience with enterprise networking equipment such as Cisco, Fortinet, Aruba, Juniper, Ubiquiti, HP, or similar platforms. Experience configuring and troubleshooting firewalls and network security appliances. Familiarity with network monitoring tools and performance analysis. Understanding of network security principles and best practices. Experience supporting Microsoft Windows Server environments and Active Directory is advantageous. Basic understanding of virtualization platforms such as VMware or Hyper-V is desirable. Knowledge of cloud networking (Microsoft Azure and/or AWS) is beneficial. Excellent troubleshooting and analytical skills. Strong verbal and written communication skills. Ability to manage multiple priorities in a fast-paced environment. Qualifications

Degree or diploma in Information Technology, Computer Science, or a related field, or equivalent industry experience. Industry certifications are highly desirable, including: Cisco CCNA or CCNP CompTIA Network+ Fortinet NSE Microsoft Azure Networking certifications Aruba or Juniper certifications Key Competencies

Problem solving Customer service orientation Attention to detail Time management Team collaboration Technical documentation Continuous learning Adaptability Working Conditions

Full-time position. May require participation in an on-call roster and occasional after-hours maintenance. Hybrid or on-site work depending on business requirements. Occasional travel to customer or branch locations may be required. Success Measures

The successful Network Support Engineer will:

Resolve technical incidents efficiently while meeting SLA targets. Maintain high network availability and performance. Deliver excellent customer service and clear technical communication. Contribute to continuous improvement of network operations and documentation. Support infrastructure projects with minimal disruption to business operations. .