Job description
Project Role : 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)
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