L2 Support Engineer

Qualifications

Must Have

· 6 years or more experience in Network & Security

· Bachelor's degree or higher in Computer Science, IT, or a related field

· CCNP, JNCIA, or equivalent professional Networking level certification in networking

· One or more certifications in Network Firewalls, like Palo Alto, Check Point, Fortinet, Cisco, etc.

· Experience using any ITSM or service ticketing platform as an end user in the operations team.

· Experience working in a support role or operations center

· Experience working directly or indirectly with US customers or organizations

Good to have:

· Desktop or systems certification.

· Experience working in a data center or a Network Operations Center

· Familiarity with Linux and Windows servers is preferred.

· Cloud networking knowledge, like AWS, Azure, Google Cloud, etc.

Technical Skills

· Good understanding of TCP/IP, LAN, WAN, MAN technologies.

· Experience in configuration, migration, and troubleshooting of Routing & Switching devices and technologies – VLANs, 802.1q VTP, Spanning-Tree, EIGRP, OSPF, BGP, etc.

· Direct experience in configuration, migration, and troubleshooting of Firewall technologies like Palo Alto, Fortinet, Check Point, Cisco ASA, SonicWall, etc.

· Knowledge and experience with Threat features like Web proxy, IDS/IPS, Anti-Virus, Anti-Bot, Anti-Malware, etc.

· Experience working with VPN technologies – Site-to-Site, Remote IPSEC and SSL VPN – Global Protect, Check Point, Cisco AnyConnect, etc.

· Experience with endpoint protection tools like Carbon Black, Check Point, McAfee, Symantec, etc.

· Experience and understanding of common applications like Active Directory, DHCP, DNS, SNMP, SMTP, MS-SQL, SSH, Telnet, FTP, Radius, etc.

· Understanding of VOIP technologies like SIP, UCS, etc.

· Experience with one or more cloud technologies like AWS, Azure, and GCP.

· Experience working with documentation software like Visio, Lucid chart, Excel, Word, PowerPoint, etc.

· Experience configuring and maintaining network monitoring tools like SolarWinds, Manage Engine, etc.

General Skills

· Good communication skills – ability to explain complex technical problems to a wide range of audiences.

· Proficient and concise writing abilities – the capacity to create and convey network diagrams, service reports, and analyses of root causes.

· Proficiency in managing concurrent tasks and addressing several client inquiries simultaneously.

· Experience using professional tools like Word, Excel, PowerPoint, SharePoint, etc.

Job Duties

· Prioritize and triage phone, email, and monitoring system incidents.

· Provide phone and email technical support to various clients.

· Work in a flexible 24x7 shift supporting US off-hours and weekends (India daytime)

· Document all work performed in a highly detailed and accurate manner in the incident ticketing systems.

· Escalate relevant incidents to Tier III, Engineering, or Management based on complexity or time constraints.

· Assist and /or consult with Tier III or management to achieve company-defined SLAs.

· Adheres to all special instructions and documented processes.

· Develop and maintain excellent customer relationships.

· Diagnose, repair, and update network security devices like Switches, Routers, Firewalls, Load Balancers, IDS/IPS, Endpoint Security, Mobile Security, Cloud security, etc.

· Troubleshoot and resolve network issues such as connectivity.

· Document relevant issues for the population in the knowledge base

· Produce network diagrams and other documentation.

· Regularly update network hardware and software systems to vendor-recommended versions

· Work on a shift-based schedule – coordinate with the onsite team daily.

· Contribute to team process updates, workflow enhancement, and documentation.

· Handle on-call responsibility on a rotation basis during weekends and non-business hours

· Adhere to all client and Cira compliance practices and policies.

· Assist Tier-I teams with service and skill development.

Job Type: Full-time

Pay: From ₹800,000.00 per year

Benefits:

• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Ability to commute/relocate:

• Madhapur, Hyderabad, Telangana: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• 12months: 6 years (Preferred)

Work Location: In person