Network Security Engineer L2

Role & responsibilities:

• 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 MGT compliance practices and policies.
• Assist Tier-I teams with service and skill development.

Preferred candidate profile:

• 6 years or more experience in Network & Security
• Bachelors 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