L2 Service Desk Support(L2 Infrastructure & Security Support Engineer)

Core Responsibilities (Service Desk & Infra Support)

• Networking Support

• Troubleshoot

  TCP/IP, DNS, DHCP, VPN, LAN/WAN

  issues.
• Support network devices (routers, switches, firewalls, wireless access points).
• Perform

  port configurations, VLAN setups, IP assignments, and routing checks

  .
• Collaborate with L3/Network Engineers on escalated network issues.

• Monitoring & Observability

• Manage

  Zabbix dashboards, alerts, and performance monitoring

  .
• Create reports for uptime, SLA compliance, and capacity usage.

• Database Support(

  added advantage)
• Basic

  PostgreSQL administration

  (backups, performance checks, query troubleshooting).

• Checkpoint Email Gateway

• Manage policies, troubleshoot mail delivery, and respond to

  phishing/spam

  incidents.

• Automation

• Develop small scripts (Python/PowerShell/Shell) to automate repetitive support tasks.

• Incident Management

• Handle escalated tickets, perform RCA, update knowledge base.

SecOps Responsibilities

• Endpoint & Email Security

  : Monitor alerts from Sentinel One/Checkpoint, escalate suspicious activity.

• SIEM Support

  : Perform

  Tier 1 triage

  of alerts from Wazuh/Log360, escalate to SOC.

• Access Management

  : Execute access provisioning/revocation aligned to compliance.

• Threat & Compliance Support

  : Assist in evidence collection for

  ISO 27001/SOC 2

  audits.

• Patch/Vulnerability Coordination

  : Track patch status, support remediation coordination.

Network Design & Documentation

• Assist in preparing

  network topology diagrams

  (LAN/WAN, firewall flows, VLANs, IP schemes).
• Document standard

  network setup SOPs

  for onboarding new users/sites.
• Maintain

  network configuration records

  for audit and compliance.
• Support network change planning with

  Visio/Draw.io

Profile Fit

• 35 years in IT Service Desk/Support with

  networking + SecOps exposure

  .
• Hands-on with

  Zabbix, PostgreSQL, Checkpoint Email Security, and basic automation

  .
• Familiar with

  Visio/Lucidchart/Draw.io

  for network documentation.
• Strong troubleshooting, multitasking, and communication skills.
• Comfortable in a

  247 global support environment

  .

Automation & AI/ML Advantage

• Use

  Python/PowerShell/Shell scripts

  for automating repetitive tasks.
• Contribute to

  AI/ML-based monitoring & anomaly detection projects

  (added advantage).
• Support exploratory work in

  AI-driven security incident response & predictive monitoring

  .

Administer Privilege Access Management :(added advantage).

• Manage privileged accounts, vaults, and session monitoring.
• Support onboarding/offboarding workflows aligned to compliance.

Mentorship & Team Collaboration

• Support and Resolve Escalations from L1
  • Collaborate with global IT teams across multiple time zones to ensure seamless support delivery.

Required Skills & Experience

• 3–5 years of experience in a Level 2 Infrastructure & Security Support Engineer
• Experience working in 24x7 shift-based global IT operations.
• Strong diagnostic and troubleshooting abilities under pressure.
• Ability to work independently and manage priorities effectively.
• Excellent verbal and written communication skills with a professional demeanor.

Soft Skills

• High emotional intelligence and tact in handling sensitive or high-impact issues.
• Strong collaboration and stakeholder management skills.

Curiosity-driven and adaptable to evolving technologies and tools