L1 Network Security

Handles first level calls/cases from Enterprise customers.

Case ownership, documentation and management

Customer Management, Setting right expectation, Situation handling.

Driving case progression as per the SLA

Utilizing tools and systems, Working with relevant groups in the client organization (SE, Support Manager, L3) for case progression and updates

Backlog Management and meet the expectation set with customers.

Work on pending cases(backlogs) and drive towards closure

Periodic follow up as per SLA defined by the client.

Process, Queue Adherence and SLA awareness

Adhere to the process guidelines specified for the defined environment (SIP, ISO etc.)

Knowledge Base Article Creation when there is an opportunity for it.

To contribute knowledge base and the knowledge sharing forum

Improving customer experience and Building relationship

Completing PCNSE certification within 120 days of go-live

Technical skills:

1+ years of experience in data networking, routing & switching & network security.

Good understanding of OSI Model, TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, SNMP, FTP, TFTP).

Experience in VLANS, Tagging IEEE 802.1q, 802.3ad, 802.1d, 802.1w.

Experience in IPSEC VPN/SSL-VPN/NAT/GRE/

Experience on routing protocols RIP V1/V2, OSPF, and BGP

Knowledge on Authentication Protocols like TACAS/RADIUS/802.1x

Working knowledge on Cisco, Checkpoint, Juniper, Fortinet, SonicWALL, Net Screen, Juniper SRX will be an advantage.

Experience on troubleshooting tools like Sniffer, Ethereal, and Wireshark.

CCNA, CCNP, Checkpoint Certification, CCSP certifications will be an added advantage.

Knowledge of Server Load Balancing (SLB) and DHCP, VRRP and IGMP.

Education: Bachelor's degree in Computer Science, Engineering or equivalent or demonstrated skill and/or related industry experience