Job Summary:
The Level 2 Technical Support Engineer provides advanced technical troubleshooting and resolution for complex broadband, network and service-related issues escalated from Level 1 support. The role focuses on deeper diagnostics, network analysis and coordination with internal engineering teams to ensure service restoration within SLA targets.
Key Responsibilities:
1. Advanced Troubleshooting
- Handle escalated incidents from Level 1 support.
- Perform deep-dive analysis of internet, fiber and network related issues.
- Investigate intermittent connectivity, packet loss, latency and service degradation.
- Analyze logs, monitoring tools and network performance data.
2. Network & Service Analysis
- Perform advanced diagnostics on ONT, routers and ISP network components.
- Validate DHCP, DNS, PPPoE, VLAN and routing configurations.
- Work closely with Level 3 Support for real-time network monitoring and fault isolation.
3. Escalation & Coordination
- Escalate complex issues to Level 3 / Engineering teams when required.
- Drive incident resolution within SLA timelines.
4. Incident & Ticket Management
- Maintain detailed and accurate troubleshooting documentation.
- Update ticket status with technical findings and actions taken. Participate in major incident management during outages.
- Ensure proper handover and follow-up on pending cases.
Scope of Support:
- Advanced network troubleshooting (routing, VLAN, PPPoE, DNS, DHCP)
- Fiber service degradation and intermittent issues
- Complex Wi-Fi and performance optimization issues
- ISP service authentication and session issues
- Coordination with NOC and engineering teams
- Advanced device configuration and diagnostics
Required Technical Knowledge:
- Strong understanding of IP networking (TCP/IP, subnetting, routing)
- ISP technologies (GPON, XGSPON, PPPoE, VLAN tagging)
- DNS, DHCP, NAT and load balancing concepts
- Network troubleshooting tools (ping, traceroute, packet capture basics)
- Router/ONT configuration and diagnostics
- Basic understanding of firewall and security rules
Key Skills :
- Strong analytical and troubleshooting skills
- Ability to handle complex and high-pressure incidents
- Clear technical communication skills
- Decision-making during outages and escalations
- Attention to detail and structured problem-solving
- Strong coordination across technical teams
Preferred Qualifications:
- Diploma or Degree in Information Technology, Computer Engineering, Networking or related field.
- Minimum 2-4 years of experience in ISP, NOC or technical support environment.
- Strong understanding of TCP/IP, routing, VLAN, DNS, DHCP, and PPPoE concepts.
- Experience supporting fiber broadband technologies such as GPON/XGSPON.
- Familiarity with network monitoring and ticketing systems.
- Relevant certifications are an advantage:
- CCNA
- CompTIA Network+
- ITIL Foundation
Work Environment:
- Shift-based role including weekends, public holidays and on-call duties for critical incidents.
- Operates in a 24/7 technical support environment supporting ISP operations.
- Close collaboration with NOC, Engineering, Field Operations and Level 1 teams.
