Job Title: 1st Line Network Security Engineer

Location: Ahmedabad, Gujarat

Shift timing: 4 days on 4 days off, 2x day shift 8:00 am to 8:00 pm, followed by 2x night shift 8:00 am to 8:00 pm

Overall, Purpose of the Job

To act as the first point of contact for customer network-related queries and incidents, ensuring timely response, basic troubleshooting, and proper escalation to higher support levels. The role involves monitoring, ticket handling, and delivering excellent customer service within defined SLAs.

Key Responsibilities

Act as the first point of contact for all customer support queries via calls, emails, and ticketing systems
Log, categorize, and prioritize incidents, service requests, and change requests
Perform initial troubleshooting for network-related issues (connectivity, VPN, Wi-Fi, access issues)
Escalate complex issues to 2nd/3rd Line support teams with proper documentation
Monitor network alerts and ensure timely response as per SLA
Provide regular updates to customers on ticket progress and resolution status
Maintain accurate records in ticketing systems and documentation tools (CMDB)
Assist in basic configuration tasks under supervision
Follow standard operating procedures and ensure compliance with support processes
Support senior engineers during maintenance activities and deployments
Ensure high levels of customer satisfaction and communication

Technical Environment

Networking: Cisco, Meraki, Aruba, HP (basic understanding)
Wireless: Basic Wi-Fi troubleshooting
Security: Exposure to firewalls (Palo Alto, Fortinet, Cisco ASA – basic level)
Protocols: Basic understanding of TCP/IP, DNS, and DHCP
VPN: Basic knowledge of VPN connectivity issues
Tools: Ticketing systems, monitoring tools

Knowledge & Experience Required

Basic understanding of networking concepts (Layer 1–3)
Familiarity with troubleshooting connectivity issues
Understanding of IP addressing, subnetting (basic level)
Awareness of routing protocols (OSPF/BGP – basic knowledge preferred)
Basic knowledge of firewalls, NAT, and VPN concepts
Good communication and customer handling skills
Ability to follow processes and work in a 24/7 support environment (if required)

Preferred Qualifications

Certification: CCNA / JNCIA (preferred)
2+ years of experience in Network Support / Service Desk
Exposure to Managed Service Provider (MSP) environment (optional)