Application Tech Support Practitioner

 About The Role  

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 :Enterprise Network Operations

Good to have skills :NA
Minimum 2 year(s) of experience is required

Educational Qualification :15 years full time education
Summary:As an Application Tech Support Practitioner, you will serve as the vital link between clients and our systems or applications. Your typical day involves engaging with clients to understand their needs, troubleshooting issues, and ensuring that our world-class systems operate seamlessly. You will utilize your exceptional communication skills to provide quality support and maintain client satisfaction, while also leveraging your deep product knowledge to design effective resolutions for any challenges that arise. Role
Summary:The Network Support Engineer (L1.5) acts as an escalation point for Level 1 issues that require deeper troubleshooting but do not yet need full L2 expertise. The role is responsible for monitoring, investigating alerts, handling tickets beyond basic triage, and escalating to L2 as needed. Key Responsibilities:Monitor network devices, links, and infrastructure via NMS tools. Handle incidents escalated from Level 1 support (connectivity, device access, performance issues). Perform intermediate troubleshooting on switches, routers, firewalls, and wireless controllers. Execute defined changes such as VLAN, Access Ports, Trunk configuration, port-security adjustments, and IP assignments under guidance. Collect and analyze logs, packet captures, and error reports before escalating to L2. Maintain accurate ticket documentation, knowledge base updates, and incident timelines. Coordinate with L1 support and escalate appropriately to L2. Skills &
Qualifications:13 years of relevant networking/IT support experience. Good grasp of TCP/IP, DHCP, DNS, VLANs, IPAM, routing basics. Hands-on with CLI environments (Cisco IOS, Juniper, etc.). Familiar with monitoring tools (SolarWinds, Nagios, Zabbix, etc.).Basic understanding of SDWAN, DNAC. Basic understanding of firewalls and VPNs (Fortinet). Certifications preferred:CCNA, CompTIA Network+. Qualification 15 years full time education