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)
