L2 TAC Support Engineer(Looking for Early Joiners)

2 weeks ago

New Delhi, India Incedo Inc. Full time

Role Description- 4-6 Years of experience in providing L2 TAC support via phone, email, and case portal, ensuring timely resolution within defined SLAs and proper escalation of critical issues. - Provide support for firewall devices, including setup, upgrades, policy configuration, and troubleshooting. - Assist with configuration of NAT, VPNs (IPSec/SSL), firewall rules, routing, and proxy policies. - Analyse traffic logs, system health alerts, and security events using diagnostic tools. - Guide users on best practices for perimeter defence, intrusion prevention, and remote access. - Work with customers to resolve device performance, failover, and HA setup issues. - Contribute internal knowledge base articles and suggest improvements to existing documentation. - Collaborate with L3 engineering, QA, and product teams for unresolved issues and product-level bugs. - Participate in on-call rotations and support coverage for high-priority or after-hours incidents as needed.Technical Skills- Strong understanding of network protocols: TCP/IP, UDP, DNS, DHCP, VLANs etc - Strong understanding of routing protocols: OSPF, BGP, EIGRP etc - Hands-on experience with WatchGuard Firebox, or comparable UTM/NGFWs (Fortinet, SonicWall, Palo Alto, Checkpoint etc). - IPSuite (TCP/IP), VPN, Routing & Switching (OSPF, BGP, VLAN, VTP, STP, EtherChannel, High Availability, IPSLA), ACL, NAT, DNS, DHCP, Packet Analysis (Wireshark & tcpdump), MFA, IPSec, SSL, Log analysis. - Exposure to Syslog, SNMP, and basic scripting for automation/log parsing. - Proficiency with CRM tools like Salesforce or Zendesk.Nice-to-have skills- WatchGuard Certified System Professional (WCSP – Firebox) or any firewall certifications. - CompTIA Network+ / Security+ - Cisco CCNA Security Qualifications

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