L2 Support Engineer

Job Responsibilities:

• Provide Level 2 technical support to end-users and clients, troubleshooting escalated IT issues efficiently.
• Communicate effectively with US-based clients, ensuring clear, professional, and timely responses.
• Configure, manage, and troubleshoot firewalls (Fortinet, Palo Alto, Cisco, or equivalent).
• Deploy, monitor, and maintain Data Loss Prevention (DLP) solutions to ensure data security and compliance.
• Implement and manage Remote Monitoring and Management (RMM) solutions for proactive system monitoring and support.
• Administer and optimize ticketing portals, ensuring timely responses and resolution of client issues.
• Collaborate with Level 1 support teams to handle escalations and provide advanced troubleshooting.
• Assist in IT infrastructure improvements, security updates, and best practices implementation.
• Document technical issues, resolutions, and procedures for internal knowledge-sharing.

Required Skills & Experience:

• Excellent communication skills (written and verbal) are the most important requirement, as this role involves direct interaction with US-based clients.
• 2+ years of hands-on experience in IT helpdesk or technical support.
• Strong expertise in configuring and troubleshooting firewalls (Fortinet, Palo Alto, Cisco, SonicWall, etc.).
• Experience with DLP solutions (Symantec, McAfee, Digital Guardian, etc.).
• Proficiency in RMM tools (NinjaOne, ConnectWise, N-able, or similar platforms).
• Familiarity with ticketing systems like ServiceNow, Zendesk, Freshdesk, or equivalent.
• Solid understanding of networking concepts (TCP/IP, VPN, VLANs, DNS, DHCP).
• Ability to work independently, manage priorities, and handle escalated technical issues efficiently.
• Strong troubleshooting and documentation skills.

Preferred Qualifications:

• Certifications such as CompTIA Security+, CCNA, Fortinet NSE, or equivalent are a plus.
• Experience in a Managed Services Provider (MSP) environment is highly desirable.
• Knowledge of additional cybersecurity tools and best practices.

Job Types: Full-time, Permanent

Pay: ₹400,000.00 - ₹1,200,000.00 per year

Work Location: In person