IT Network Support – 2nd Level Operations

About the role

We are looking for a proactive IT Network Support professional to join our global team and provide second‑level assistance for LAN, WAN, WLAN and VPN services. The role ensures network reliability, resolves escalated incidents and contributes to continuous improvement of our infrastructure.

Key responsibilities

• Deliver 2nd‑level support for network‑related incidents and service requests within defined SLAs.
• Troubleshoot and resolve issues escalated from 1st‑level support, performing root‑cause analysis and implementing corrective actions.
• Monitor network performance, maintain system availability and produce documentation such as network diagrams and procedures.
• Configure, install, upgrade and maintain network devices including switches, routers, firewalls and access points.
• Collaborate with global IT teams, external vendors and participate in projects such as network expansions, security enhancements and migrations.
• Ensure compliance with IT security policies and provide on‑call support when required.

Required profile

• University degree in Computer Science, Network Engineering or a related field.
• 3–5 years of experience in network operations or IT infrastructure support.
• Strong understanding of ITIL processes (incident, request, problem and change management).
• Excellent analytical and troubleshooting abilities, able to work under pressure.
• Fluent English communication skills.

Required skills

• TCP/IP, DNS, DHCP, VLANs, routing and switching.
• Firewall technologies and VPN solutions.
• Network monitoring tools.
• Enterprise network equipment, preferably Cisco.
• ITIL methodology.
• Relevant certifications such as CCNA or CCNP (preferred).