Network Support Engineer

Infinit-O is the trusted, customer-centric, and sustainable leader in Business Process Optimization. We empower finance and healthcare organizations to thrive in a digital-first world by combining specialized industry expertise and innovative technology for 20 years.

We navigate complex industry landscapes to drive transformative outcomes, helping businesses streamline operations, enhance customer experience, and achieve sustainable growth backed by a world-class Net Promoter Score of 75. Our approach combines operational efficiency with a human-centered ethos, ensuring sustainable value creation for our clients and team members.

As a Certified B Corporation, Infinit-O is committed to the highest standards of social and environmental performance, accountability, and transparency. We embed these values into every aspect of our operationsaligning business success with a positive impact on our clients, people, and communities.

Our commitment to Diversity, Equity, and Inclusion (DEI) is integral to our mission. We believe that building inclusive, equitable teams is not only the right thing to doit is also essential for driving innovation and better business outcomes. We actively promote equal opportunity through inclusive hiring practices, continuous learning programs, and regular equity assessments to ensure a fair and empowering workplace for all.

Key Responsibilities:

We're looking for a Level-2 Network Support Engineer to provide mid-level technical support for enterprise customers around the world. If you enjoy troubleshooting real-world network issues, working across multiple vendors and platforms, and resolving problems others can't, this role is for you.

What You'll Do

Handle escalated network incidents and service requests from Level-1 support

Troubleshoot routing, switching, VPN, wireless, and firewall issues in live customer environments

Use tools such as packet capture, log analysis, and CLI diagnostics to identify root cause

Escalate complex or high-severity issues to Level-3 engineering when required

Maintain accurate ticket updates and documentation in ServiceNow

Support proactive monitoring and alert triage to help prevent customer outages

Update internal knowledge base articles with fixes and troubleshooting steps

Requirements

Job Requirements and Credentials:

24 years experience in a NOC, TAC, MSP, or similar support environment

Strong working knowledge of: VLANs, routing protocols, ACLs, VPNs, DHCP/DNS, wireless networking

Ability to analyze issues independently and document clear troubleshooting steps

Excellent written and verbal communication in English (customer-facing)

Certifications:

o Required: CCNA (or equivalent experience), ITIL Foundation

o Preferred: CCNP, Fortinet NSE, Meraki, VMware, SD-WAN vendor certs

Technical Environment

You'll work with:

Cisco ISR/ASR, Catalyst, Meraki, Fortinet firewalls, VPN technologies, routing (OSPF, EIGRP, basic BGP), switching (STP, EtherChannel), and standard troubleshooting tools (Wireshark, CLI, monitoring platforms, etc.).

Experience with ServiceNow or other ITSM tools is a plus.

Role Details

Shift: EMEA schedule

Location: Remote / Global (must be eligible to work in home country)

Type: Full-time, Non-Exempt

Travel: Occasional, for training or team collaboration

Reports to: Sr. Network Engineering Manager