Role Overview
The Voice & Network Engineer (L2) is responsible for the operation, maintenance, and support of enterprise voice and network infrastructure. This role ensures high availability, performance, and security of network and voice services, while supporting incident resolution, changes, and service improvements in a complex enterprise environment.
Key Responsibilities
1. Network Operations & Support
- Manage and support enterprise network infrastructure (LAN/WAN, Data Centre, Wireless).
- Perform L2 troubleshooting for routing, switching, and connectivity issues.
- Support network technologies including Cisco (ACI, SDA, DNAC), routing protocols (BGP, OSPF), and switching (VSS, Nexus, Catalyst).
- Monitor network performance, capacity, and availability using tools (e.g., SolarWinds, ThousandEyes).
- Perform health checks and ensure proactive issue detection.
2. Voice & Collaboration Systems
- Support enterprise voice platforms such as Cisco webex, SBC, Audiocodes, and IP telephony systems.
- Troubleshoot call quality, registration, SIP trunk, and voice gateway issues.
- Support voice-related changes, upgrades, and integrations.
- Coordinate with vendors for voice-related incidents and RCA.
3. Incident, Problem & Change Management
- Handle P1/P2 incidents, perform root cause analysis, and ensure timely restoration.
- Support problem management by identifying recurring issues and preventive actions.
- Execute changes in accordance with ITIL processes and approved change windows.
- Prepare and maintain incident reports and service updates.
4. Security & Compliance
- Ensure compliance with security policies, audits (e.g., ISMS), and governance standards.
- Support network segmentation, NAC (ISE), firewall policies, and secure configurations.
- Perform patching, upgrades, and vulnerability remediation.
5. Configuration & Documentation
- Maintain accurate documentation of network diagrams, configurations, and SOPs.
- Ensure configuration backup and version control are in place.
- Support audit requirements by providing necessary technical evidence.
6. Stakeholder & Vendor Coordination
- Collaborate with internal teams, project teams, and external vendors.
- Participate in DR activities, testing, and failover/failback validation.
- Provide technical input for upgrades, migrations, and improvements.
Job Requirements
Education & Experience:
- Bachelor's degree in computer science, Information Technology, or related field (or equivalent experience).
- Minimum 3-5 years of experience in network and voice support (L2 level).
Technical Skills (Mandatory):
Strong knowledge of:
- Routing & Switching (BGP, OSPF, VLAN, STP, HSRP/VRRP)
- Wireless technologies (WLC, AP management)
- Voice systems (Cisco Webex, Zoom, Audiocodes, SIP, VoIP fundamentals)
Experience with:
- Cisco technologies (ACI, DNAC, ISE preferred)Network monitoring tools (SolarWinds, ThousandEyes or equivalent)
Understanding of:
- Firewalls, VPN, NAC, DNS/DHCP (Infoblox preferred)
Technical Skills (Good to Have):
- Experience with SDA, Routing, Switching ACI environments, or data centre networking
- Knowledge of F5 load balancers and ISE
- Exposure to automation or scripting (Python, Ansible)
Soft Skills & Competencies:
- Strong troubleshooting and analytical skills
- Good communication and stakeholder management skills
- Ability to work under pressure during critical incidents
- Team player with proactive and ownership mindset
Certifications (Preferred):
- CCNA / CCNP (Routing & Switching or Enterprise)
- ITIL Foundation Certification
Working Conditions
- May require shift work, on-call support, and weekend maintenance activities
- Participation in DR exercises and critical change windows
