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Job Summary

We are seeking an experienced IP L2 Technical Support Engineer (Supervisor Level) responsible for managing escalated technical incidents, providing expert-level support, and ensuring resolution of complex network-related issues across the IP/MPLS and Internet Gateway systems. This role will work closely with Level 1 (L1) and Level 3 (L3) support teams, infrastructure units, and external vendors to ensure service excellence and customer satisfaction.

The ideal candidate possesses deep technical knowledge in IP networking, strong analytical and the ability to drive operational efficiency through process optimization and team mentorship.

Responsibilities

• Supervise and mentor younger engineers to ensure timely and effective resolution of technical issues

• Oversee day-to-day operations including incident management, ticket resolution, and escalation handling

• Act as the technical escalation point for complex incidents from L1 and customer support teams

• Collaborate with L3 support, engineering, and vendor teams to resolve high-impact network issues

• Manage and track the lifecycle of incidents to closure, ensuring SLA compliance and customer communication

• Provide support and troubleshooting for IP/MPLS backbone, Internet Gateways, International Peering, and Enterprise solutions

• Monitor and support technologies including: MPLS, MP-BGP, VPLS, L3VPN, SD-WAN, VRRP, BFD, QoS, OSPF, ISIS, and BGP

• Develop and update technical documentation, escalation procedures, and knowledge base articles

• Implement network automation and monitoring tools to streamline support operations

• Conduct root cause analysis and implement preventive action plans

• Lead weekly/monthly performance analysis and capacity planning aligned with network growth

• Ensure timely execution of approved IP optimization and enhancement projects with minimal service disruption

• Perform periodic network audits and recommend operational improvements

• Maintain customer satisfaction by handling and updating support tickets through to resolution

• Participate in change and release management processes to ensure operational readiness

• Collaborate with internal and external stakeholders during major incident handling and provide RCA reports

Qualifications

Education & Certifications

• Bachelor’s degree in information technology, Computer Science, Engineering, or a related technical field

• Minimum of 6 years' experience in ISP or Enterprise IP Network operations and support

• Professional certifications such as CCNP, JNCIP, Security+, or equivalent are required

Technical Skills

• In-depth experience in IP/MPLS, Ethernet, VPNs (L2/L3), VPLS, BGP, SD-WAN, QoS

• Proficient in routing protocols such as OSPF, IS-IS, BGP, MP-BGP, and related IP service edge deployments

• Hands-on experience with Cisco, Juniper, Mikrotik, and Cyberoam routers/switches

• Solid understanding of Quality of Service (QoS) particularly in VoIP and DoS mitigation contexts

• Experience with monitoring tools like PRTG, WhatsUp Gold, and network performance platforms

• Familiarity with network automation and scripting (e.g., Python, Ansible) is an advantage

Soft Skills

• Strong leadership and mentoring capabilities

• Excellent communication and interpersonal skills

• Strong problem-solving, analytical thinking, and troubleshooting abilities

• Ability to work under pressure and support escalations outside business hours when necessary

• Customer-focused mindset with a proactive approach to service delivery

Core Competencies

• Problem Solving & Critical Thinking

• Operational Excellence & Accountability

• Innovation & Process Improvement

• Effective Communication

• Customer Focus & Service Orientation

Behavioral Attributes

• Passion for Excellence

• Integrity & Accountability

• Open-Mindedness & Teamwork

• Strong Customer Commitment

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability.  If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.