We are looking for a L2 Support Engineer to join our technical operations team. The ideal candidate will be responsible for handling and resolving Trouble Tickets (TTs) escalated from L1 support, performing in-depth troubleshooting using tools such as SecureCRT, Wireshark, Watch4net, and working with internal engineering and client teams to ensure service continuity and SLA compliance for mobile operators, ISPs, and broadband providers.
- Manage and resolve L2-level trouble tickets related to telecom and broadband services (voice, data, internet)
- Perform in-depth analysis and troubleshooting of network issues using SecureCRT, Wireshark, Watch4net, and other diagnostic tools
- Interface with L1 teams, NOC, and vendor technical teams for root cause analysis and issue resolution
- Provide incident updates, documentation, and RCA reports as per SOP and SLAs
- Escalate complex issues to L3/Engineering teams with clear documentation and logs
- Ensure all logs and tickets are updated in CRM or ticketing systems
- 3–5 years of experience in technical support roles within telecom, broadband, or ISP domains
- Strong working knowledge of IP networking, routing, switching, and protocols (TCP/IP, DNS, DHCP, MPLS)
- Hands-on experience with SecureCRT (CLI troubleshooting), Wireshark (packet-level analysis), and Watch4net or equivalent network monitoring tools
- Familiarity with OSS/BSS systems, NMS platforms, and ticketing workflows
- Ability to work in 24x7 environments or shifts based on operational needs
- Strong communication skills with the ability to write clear incident reports and updates
- Telecom certifications (eg, CCNA, JNCIA, etc) are a plus
