Network Support Engineer

About the role

Agent Banking Company is looking for a Network Support Engineer to join its Infrastructure & Operations team in Uganda. The role focuses on delivering technical support, troubleshooting, and maintenance of the company’s network infrastructure to ensure reliable connectivity and business continuity.

Key responsibilities

• Respond to network issues, connectivity problems and technical service requests.
• Provide first‑line and second‑line troubleshooting for network, VPN and device issues.
• Use network monitoring and diagnostic tools (SNMP, NetFlow, Wireshark, Ping, Tracert, ipconfig) to identify and resolve problems.
• Document support tickets, incidents and troubleshooting activities.
• Conduct root‑cause analysis for recurring network problems and escalate complex issues.
• Perform routine network maintenance, patches, updates and security configurations.
• Assist with configuration, backup and restoration of network devices.
• Monitor network traffic for security threats and support vulnerability assessments.
• Support network change management, upgrades and patching.
• Provide technical support to staff and remote users, including onboarding and VPN provisioning.

Required profile

• Bachelor’s degree in Networking, Telecommunications, IT, Computer Science or related field, or equivalent experience.
• At least 3 years of network support or network engineering experience.
• CCNA or other advanced networking certification is a plus.
• Experience with switches, routers, firewalls and VPN systems.
• Basic Linux and Windows Server administration knowledge.
• Familiarity with ticketing systems and IT service management tools.

Required skills

• SNMP, NetFlow, Wireshark, Ping, Tracert, ipconfig
• TCP/IP, DNS, DHCP, routing, switching
• VPN configuration and troubleshooting
• Cisco, Fortinet, Juniper networking products
• Linux command‑line tools
• Windows Server administration
• Network monitoring and diagnostic tools
• Ticketing and IT service management platforms