IT Network Support Engineer

About the role

We are seeking a Network Support Engineer to maintain, monitor, and support the company's network infrastructure, ensuring reliable, secure, and uninterrupted connectivity across the organization. The role focuses on network monitoring, troubleshooting, maintenance, security, and operational reliability in a fast-paced BPO environment. The successful candidate will work closely with the IT team to maintain network availability, resolve incidents promptly, and ensure compliance with established Service Level Agreements (SLAs).

Key responsibilities

• Monitor network performance and proactively identify and resolve issues to maintain network availability and SLA compliance.
• Troubleshoot network connectivity issues involving LAN/WAN, Wi-Fi, VPN, VLANs, routing, switching, and other network services.
• Maintain and monitor routers, switches, firewalls, wireless access points, and other network infrastructure.
• Perform network maintenance, configuration changes, firmware updates, security patches, and other required infrastructure activities.
• Maintain accurate network diagrams, configuration backups, technical documentation, and network records.
• Provide technical support for network-related concerns, including connectivity, VPN access, and network availability.
• Investigate network incidents, identify root causes, implement corrective actions, and escalate complex issues when necessary.
• Collaborate with IT support staff, vendors, and service providers to ensure timely resolution of network issues.
• Participate in incident response, change management, scheduled maintenance, and capacity planning.
• Manage network security controls, IT policies, SOPs, and SLA requirements.

About you

• Bachelor's degree in Information Technology, Computer Engineering, Computer Science, or a related field.
• 2–3 years of experience in network support, network administration, or a related IT infrastructure role.
• Strong knowledge of LAN/WAN, TCP/IP, VLANs, routing, switching, DNS, DHCP, VPN, and firewalls.
• CCNA certification is required.
• CCNP, CompTIA Network+, or other relevant networking certifications are an advantage.
• Experience with network monitoring tools such as SolarWinds, PRTG, Nagios, or similar platforms is preferred.
• Strong analytical, troubleshooting, communication, and problem-solving skills.
• Experience in a BPO, IT services, or 24/7 operational environment.
• Ability to communicate technical information clearly to both technical and non-technical users.
• Strong customer service and service-oriented mindset.