Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Network Security Operations
Good to have skills : Zscaler Architecture
Minimum 2 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: ZSCALER SKILL REQUIRED - The Network Support Engineer (L1.5) is responsible for handling network incidents escalated from Level 1 support. This role involves monitoring network infrastructure, performing intermediate troubleshooting, and escalating to Level 2 when necessary. The engineer will support day-to-day network operations, execute standard configuration changes, and contribute to maintaining network stability and performance. Roles & Responsibilities: - Monitor network devices and infrastructure using Network Monitoring Systems (NMS).? - Respond to incidents escalated from L1 support related to connectivity, access, and performance issues.? - Perform basic to intermediate troubleshooting on routers, switches, firewalls, and wireless controllers.? - Implement standard network changes using SOPs such as:? VLAN creation and management? Access and trunk port configuration? Port security settings? IP address assignment under supervision? Basic Troubleshooting? - Collect and analyze logs, perform packet captures, and review system alerts before escalating to L2.? - Maintain accurate incident documentation, including ticket updates and knowledge base entries.? - Follow defined processes and standard operating procedures for network operations.? - The L1.5 engineers will resolve incidents coming from the L1 team. They would also resolve incidents coming from the network monitoring tool Professional & Technical Skills: - 3-7 years of experience in IT/network support.? - Strong understanding of networking fundamentals, including:? - TCP/IP, DHCP, DNS, VLANs, routing basics? - IP address management (IPAM)? - Hands-on experience with CLI-based configuration (Cisco IOS).? - Knowledge of Zscaler and configuration.? - Familiarity with network monitoring and automation tools ? - Basic knowledge of SD-WAN and Cisco DNAC.? - Working knowledge of firewalls and VPNs (Fortinet preferred).? - Basic exposure to log analysis tools like Splunk.? - Meraki basic understanding and troubleshooting Additional Information: - Willingness to work in rotational shifts or on-call support schedules.? - Good communication and documentation skills.? - Ability to follow instructions and work collaboratively in a team environment. - Certification - Cisco Certified Network Associate (CCNA)
Hyderabad
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