Onsite Support Engineer – Field Services (L2)

About the role

We are seeking an experienced Onsite Support Engineer to deliver field services for our network infrastructure. The role focuses on Level‑2 support, handling tickets in an ITSM platform, and responding to network‑monitoring alerts with initial triage. You will work directly on customer sites, ensuring network health and providing hands‑on assistance to senior engineers.

Key responsibilities

• Respond to network‑monitoring alerts and perform initial triage.
• Check switch and port health using approved or read‑only diagnostics.
• Trace, patch, label and maintain network cabling.
• Perform physical power‑redundancy checks.
• Maintain network asset, rack, cabling and port records in the designated system of record.
• Perform initial troubleshooting of internet, Wi‑Fi and connectivity issues.
• Provide onsite hands‑and‑eyes assistance to L3 engineers and vendors.
• Execute approved device reboots, cable moves or replacements under documented procedures.
• Collect logs and packet captures for L3 analysis.

Required profile

• 5‑10 years of experience providing onsite field support services.
• Proven Level‑2 support experience and ability to log tickets in an ITSM platform.
• Experience responding to network alerts and performing initial triage.
• Familiarity with switch and port diagnostics, network cabling, and power‑redundancy verification.
• Ability to maintain accurate network asset, rack and cabling records.
• Strong troubleshooting skills for internet, Wi‑Fi and connectivity issues.
• Capability to assist L3 engineers and vendors on‑site.
• Knowledge of documented procedures for device reboots, cable moves and replacements.
• Experience collecting logs and packet captures for deeper analysis.

Required skills

• L2 Support
• ITSM ticketing
• Network monitoring
• Switch diagnostics
• Port health diagnostics
• Network cabling (trace, patch, label)
• Power redundancy checks
• Asset and rack record management
• Internet troubleshooting
• Wi‑Fi troubleshooting
• Device reboot procedures
• Log collection
• Packet capture