Network Support Engineer Tier 2

Description

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Continuant is expanding our Global Managed Services team and 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

What You Bring

• 2–4 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: Required: CCNA (or equivalent experience), ITIL Foundation 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

Why Join Continuant?

• Work with enterprise-scale real-world networks — not lab simulations
• Career growth supported through certifications, lab access, and learning opportunities
• Stable, growing company with a strong engineering culture
• Global team, modern tools, and room to advance into Level-3 / Architecture roles

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Qualifications

Required Qualifications

• 2–4 years of hands-on networking experience in a Service Desk, NOC, MSP, or TAC environment
• Strong troubleshooting ability across VLANs, routing protocols, ACLs, VPNs, DHCP/DNS, wireless
• Excellent written and verbal communication skills, especially in client-facing updates
• Ability to work in a ticket-driven environment with multiple concurrent tasks
• Certifications: Required: CCNA (or equivalent experience), ITIL Foundation Preferred: CCNP, Fortinet NSE, Meraki, VMware VCP, SD-WAN vendor certifications

Technical Skills

• Routing: OSPF, EIGRP, basic BGP
• Switching: VLANs, STP, trunking, EtherChannel
• Security: ACLs, NAT, IPsec VPN, firewall concepts
• Platforms: Cisco ISR/ASR, Catalyst, Meraki; Fortinet or other major firewall vendor preferred
• Experience with monitoring tools, packet analyzers, and remote CLI access
• ServiceNow or similar ITSM platform experience

Other Requirements

• Ability to work at a desk for 8–10 hours, 5 days per week
• Occasional travel for training or team onsite collaboration
• Must be legally authorized to work in applicable country of residence