We are seeking an experienced Network L2 Support Engineer to manage, monitor and troubleshoot enterprise network and security infrastructure. The candidate must have hands-on experience with Aruba wired/wireless networks, Aruba ClearPass Policy Manager and Palo Alto firewalls.
Key Responsibilities:
- Provide Level 2 operational support for LAN, WAN, WLAN, VPN and network-security infrastructure.
- Monitor network availability, performance, bandwidth utilisation and security events.
- Troubleshoot connectivity, latency, packet loss, routing, switching, wireless authentication and firewall issues.
- Configure and support Aruba switches, wireless controllers, access points and Aruba Central.
- Administer Aruba ClearPass for 802.1X authentication, RADIUS, TACACS+, guest access, device profiling and role-based access control.
- Configure and troubleshoot Palo Alto firewall security policies, NAT rules, zones, interfaces, routing and application controls.
- Support Global Protect VPN, site-to-site IPsec VPN and remote-user connectivity.
- Review Palo Alto traffic, threat and system logs to identify connectivity or security issues.
- Manage VLANs, trunking, STP, link aggregation, DHCP, DNS and IP addressing.
- Support routing protocols such as OSPF and BGP and troubleshoot route-advertisement issues.
- Perform approved configuration changes, firmware upgrades, security patching and network-device hardening.
- Respond to incidents and service requests within defined SLA requirements.
- Coordinate with ISPs, vendors, security teams and L3 engineers for complex incidents.
- Perform root-cause analysis for recurring incidents and prepare corrective-action reports.
- Maintain network diagrams, asset inventory, configuration backups, SOPs and technical documentation.
- Participate in planned maintenance, after-hours support and an on-call support roster when required.
- Follow ITIL processes for incident, problem, change and configuration management.
Required Technical Skills:
- Strong knowledge of TCP/IP, subnetting, VLANs, STP, LACP, DNS, DHCP, NAT and VPN technologies.
- Hands-on experience with Aruba switches, wireless access points, controllers and Aruba Central.
- Practical experience administering Aruba ClearPass Policy Manager.
- Strong experience with Palo Alto Networks firewalls and PAN-OS.
- Knowledge of security policies, NAT, App-ID, URL filtering, threat prevention and GlobalProtect.
- Experience using monitoring and troubleshooting tools such as SolarWinds, PRTG, Wireshark or equivalent.
- Familiarity with network access control, AAA, RADIUS, TACACS+, certificates and Active Directory integration.
- Understanding of high availability, network redundancy and disaster-recovery requirements.
Qualifications and Experience:
· Diploma or degree in Information Technology, Computer Science, Networking or a related discipline.
· Minimum 3 years of hands-on network support experience in an enterprise environment.
· Proven Level 2 troubleshooting experience with Aruba networking and Palo Alto firewalls.
· Experience supporting multi-site or 24×7 business environments is preferred.
· Aruba ACMP/ACSP, Palo Alto PCNSA/PCNSE, CCNA or CCNP certification is advantageous.
· ITIL Foundation certification is desirable.
Competencies:
· Strong analytical and systematic troubleshooting skills.
· Ability to independently manage incidents and prioritise multiple support requests.
· Clear written and verbal communication skills.
· Strong documentation and stakeholder-management abilities.
· Customer-focused attitude with a strong sense of ownership.
· Willingness to work outside normal business hours during planned changes or critical incidents.
Key Performance Indicators:
- Compliance with incident response and resolution SLAs.
- Network availability and service stability.
- Reduction in recurring network incidents.
- Accuracy of configuration and technical documentation.
- Timely completion of approved changes and preventive-maintenance activities.
- Quality of incident analysis, escalation and stakeholder communication.