Network/Security Managed Services Support Engineer(L1/L2)

Network/Security Managed Services Support Engineer Level 1/Level 2

Location: Doddanakundi Industrial Area 2, Phase 1, Brookefield, Bangalore North, Bangalore

Team Size: 2 Junior + 3 Medior.

Shifts: All 3 shifts (6AM2PM, 2PM10PM, 10PM6AM IST)

Role Overview:

Provide first-line support on networking and security infrastructure, monitor systems, troubleshoot incidents, classify service impacts, and escalate as needed for global customers.

Key Responsibilities:

Monitor customer infrastructure, assess alerts, and take proactive action.

Classify and prioritize incidents based on urgency and impact.

Troubleshoot and resolve first-level incidents.

Escalate complex issues to Level 2 engineers with proper ticket documentation.

Perform standard service changes as per service catalogue.

Log and update incidents/requests in ticketing system.

Maintain/create knowledge articles.

Ensure SLA compliance and proper shift handovers.

Skills & Qualifications:

Junior: 24 years | Medior: 48 years in network/security support

Networking: RIP, OSPF, SD-WAN

Cisco: Catalyst, LAN switches, wireless controllers, Access Points, ASA, ISE

Fortigate: Firewall, FortiAnalyzer, FortiManager

Certifications: CCNA minimum (higher certifications preferred)

ITIL knowledge, Service Management tools experience

Strong ownership, accountability, problem-solving, and communication skills