L1/L2 Network/Security Support Engineer

Role : Network/Security Managed Services Support Engineer Level 1/Level 2

Location : Doddanakundi Industrial Area 2, Phase 1, Brookefield, Bangalore North, Bangalore.

Team Size : 2 Junior + 3 Medior.

Shifts : All 3 shifts (6AM2PM, 2PM10PM, 10PM6AM IST).

Role Overview :

Provide first-line support on networking and security infrastructure, monitor systems, troubleshoot incidents, classify service impacts, and escalate as needed for global customers.

Key Responsibilities :

- Monitor customer infrastructure, assess alerts, and take proactive action.

- Classify and prioritize incidents based on urgency and impact.

- Troubleshoot and resolve first-level incidents.

- Escalate complex issues to Level 2 engineers with proper ticket documentation.

- Perform standard service changes as per service catalogue.

- Log and update incidents/requests in ticketing system.

- Maintain/create knowledge articles.

- Ensure SLA compliance and proper shift handovers.

Skills & Qualifications :

- Junior : 2 to 4 years | Medior : 48 years in network/security support.

- Networking : RIP, OSPF, SD-WAN.

- Cisco : Catalyst, LAN switches, wireless controllers, Access Points, ASA, ISE.

- Fortigate : Firewall, FortiAnalyzer, FortiManager.

- Certifications : CCNA minimum (higher certifications preferred).

- ITIL knowledge, Service Management tools experience.

- Strong ownership, accountability, problem-solving, and communication skills.