Network Support Specialist

Role Title:

Network Support Specialist

The Network Support Specialist supports daily network operations by resolving issues, implementing upgrades, and ensuring network availability, scalability and security to meet business needs across all TE branches/locations.

Deliverables:

Requirements Gathering and Analysis:

Collaborate across TE branches/locations to identify network, security and compliance needs, focusing on WAN, LAN,VPN, ZTNA and Cloud.

Solution Design and Documentation:

Design and document secure network solutions including policies aligned with industry standards and business objectives.

Configuration and Customization:

Coordinate with the partners for ISP connectivity and manage Fortinet firewall, Cloud,VPN and ZTNA configuration and customization.

User Training and Support:

Provide user training on secure remote access, endpoint usage and continuous technical support.

Stakeholder Management and Collaboration:

Work closely with internal, SOC, cloud teams and external vendors to ensure seamless deployment and management of network , firewall and ZTNA solutions.

Continuous Improvement and Innovation:

Regularly review and optimize the network infrastructure by refining firewall rules, SD-WAN policies, ZTNA for secure remote access and enhancing network performance monitoring with Elastic SIEM.

Accountabilities:

Maintain & Monitor LAN, WAN, SD-WAN, VPN, ZTNA and wireless networks across the branches. Manage firewalls and coordinate with ISPs for secure, stable connectivity. Monitor network performance proactively, troubleshoot issues promptly and maintain accurate documentation (network diagrams, IP inventories, SOPs). Support audits and ensure compliance with internal security policies. Collaborate with stakeholders and vendors for smooth process and service continuity. Provide user support for VPN / ZTNA and Wi-Fi access, conduct network security awareness sessions and drive network optimization initiatives.

Key Performance Indicators (KPIs):

Requirement Accuracy:

Measure the accuracy of gathered business requirements against the implemented network solutions.

Solution Adoption Rate:

Achieve high adoption rates of network solutions across all TE branches through structured rollout plans, user enablement and minimal disruption to operations.

Time-to-Implementation:

Timely delivery of network projects including backups, upgrades, migrations, deployments and secure access configurations.

User Satisfaction:

Collect feedback from end-users to assess their satisfaction with the network solutions.

Data Quality Improvement:

Enhanced data accuracy and consistency by standardizing network documentation, maintaining up-to-date IP inventories and integrating logs with Elastic SIEM for reliable visibility and incident tracking across all locations.

Network Performance:

Evaluate the performance of network solutions in terms of speed, reliability, configurations and scalability. Monitoring network performance helps identify areas for optimization and ensures a positive user experience.

Issue Resolution Time:

Track the time taken to address user inquiries, issues and enhancement requests related to network solutions. A shorter resolution time indicates efficient support and troubleshooting processes.

Business Impact:

A robust and secure network infrastructure ensures uninterrupted operations and reliable connectivity across TE branches. Optimized bandwidth and centralized monitoring enhance efficiency and user productivity. Compliance with regulatory standards supports business continuity and scalable growth.

Training Effectiveness:

Ongoing user and admin training programs ensure effective adoption of new network tools, security protocols and compliance practices. This leads to improved system usage, reduced support tickets and higher awareness of cybersecurity risks across all locations.

Project Success Rate:

With structured planning, cross-functional coordination and adherence to compliance and security standards, the project success rate remains high—demonstrating timely implementation, minimal disruptions and alignment with business objectives.

Qualification, Experience & Skills:

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• Fortinet NSE, CCNA, CCNP or equivalent certification is mandatory.
• Minimum 3-4 years of hands-on experience in network support, administration.
• Strong knowledge of LAN, WAN, SD-WAN, VPN ,Firewalls and wireless networking technologies.
• Excellent communication and interpersonal skills.
• Ability to work independently as well as collaboratively in a fast-paced environment.