Application Tech Support Practitioner

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)