Branch Network Support Engineer

Job Title: Branch Network Support Engineer

Role Summary

Responsible for providing end-user IT Network support and ensuring the smooth operation of branch network infrastructure, including SD-WAN, switching, and network connectivity. The role involves troubleshooting network-related issues to maintain high service availability across branch locations.

Key Responsibilities

End User Support

• Provide L1/L2 support for network issues.
• Install, configure, and troubleshoot branch Network.
• Resolve user incidents and service requests within defined SLA timelines.
• Support onboarding and IT network setup for new branch and employee.

Network Support

• Monitor and troubleshoot branch network connectivity issues.
• Configure and maintain SD-WAN devices and branch routing infrastructure.
• Manage and troubleshoot Layer 2/Layer 3 switches, VLANs, and LAN/WAN connectivity.
• Coordinate with ISPs and managed network support vendors for SDWAN and connectivity issues.
• Support Wi-Fi infrastructure and ensure optimal network performance.

Security & Compliance

• Ensure compliance with IT security policies and standards.
• Support security solutions and patch management activities.
• Report and escalate security incidents promptly.

Documentation & Reporting

• Maintain incident records, root cause analysis, and resolution documentation.
• Prepare periodic reports on branch IT infrastructure and support activities.
• Update network diagrams and technical documentation.

Required Skills

• Strong knowledge of SD-WAN technologies.
• Hands-on experience with switching (Cisco/Versa /Fortinet or equivalent).
• Troubleshooting of LAN, WAN, TCP/IP, DNS, DHCP, VLANs, VPNs.
• Desktop and laptop support (Windows 11).
• Basic understanding of network security and firewalls.
• Experience with ticketing systems and remote support tools.

Desired Qualifications

• Bachelors degree in IT or any discipline , or related field.
• 1–2 years of experience in network and end-user support.
• Certifications such as CCNA, or equivalent are preferred.

Key Competencies

• Problem-solving and analytical skills.
• Customer-focused approach.
• Good communication and coordination skills