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 (6AM–2PM, 2PM–10PM, 10PM–6AM 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: 2–4 years | Medior: 4–8 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