L2 Support Engineer

3 days ago

Mohali, Punjab, India Safeaeon Full time ₹ 4,50,000 - ₹ 7,50,000 per year

Job Responsibilities:

  • Provide Level 2 technical support to end-users and clients, troubleshooting escalated IT issues efficiently.
  • Communicate effectively with US-based clients, ensuring clear, professional, and timely responses.
  • Configure, manage, and troubleshoot firewalls (Fortinet, Palo Alto, Cisco, or equivalent).
  • Deploy, monitor, and maintain Data Loss Prevention (DLP) solutions to ensure data security and compliance.
  • Implement and manage Remote Monitoring and Management (RMM) solutions for proactive system monitoring and support.
  • Administer and optimize ticketing portals, ensuring timely responses and resolution of client issues.
  • Collaborate with Level 1 support teams to handle escalations and provide advanced troubleshooting.
  • Assist in IT infrastructure improvements, security updates, and best practices implementation.
  • Document technical issues, resolutions, and procedures for internal knowledge-sharing.

Required Skills & Experience:

  • Excellent communication skills (written and verbal) are the most important requirement, as this role involves direct interaction with US-based clients.
  • 2+ years of hands-on experience in IT helpdesk or technical support.
  • Strong expertise in configuring and troubleshooting firewalls (Fortinet, Palo Alto, Cisco, SonicWall, etc.).
  • Experience with DLP solutions (Symantec, McAfee, Digital Guardian, etc.).
  • Proficiency in RMM tools (NinjaOne, ConnectWise, N-able, or similar platforms).
  • Familiarity with ticketing systems like ServiceNow, Zendesk, Freshdesk, or equivalent.
  • Solid understanding of networking concepts (TCP/IP, VPN, VLANs, DNS, DHCP).
  • Ability to work independently, manage priorities, and handle escalated technical issues efficiently.
  • Strong troubleshooting and documentation skills.

Preferred Qualifications:

  • Certifications such as CompTIA Security+, CCNA, Fortinet NSE, or equivalent are a plus.
  • Experience in a Managed Services Provider (MSP) environment is highly desirable.
  • Knowledge of additional cybersecurity tools and best practices.

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