IP L2 Technical Support Engineer at Equinix Nigeria

Equinix NigeriaLagos, Nigeria Networking and Tech Support

Full Time

Equinix is the world’s digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.

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