Application Tech Support Practitioner

Project Role :Application Tech Support Practitioner


Project Role Description :Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills :Network Security Operations

Good to have skills :Zscaler Architecture
Minimum 2 year(s) of experience is required

Educational Qualification :15 years full time education

Summary:ZSCALER SKILL REQUIRED - The Network Support Engineer (L1.5) is responsible for handling network incidents escalated from Level 1 support. This role involves monitoring network infrastructure, performing intermediate troubleshooting, and escalating to Level 2 when necessary. The engineer will support day-to-day network operations, execute standard configuration changes, and contribute to maintaining network stability and performance.
Roles Responsibilities:

Monitor network devices and infrastructure using Network Monitoring Systems (NMS).

Respond to incidents escalated from L1 support related to connectivity, access, and performance issues.

Perform basic to intermediate troubleshooting on routers, switches, firewalls, and wireless controllers.

Implement standard network changes using SOPs such as:VLAN creation and managementAccess and trunk port configurationPort security settingsIP address assignment under supervisionBasic Troubleshooting

Collect and analyze logs, perform packet captures, and review system alerts before escalating to L2.

Maintain accurate incident documentation, including ticket updates and knowledge base entries.

Follow defined processes and standard operating procedures for network operations.

The L1.5 engineers will resolve incidents coming from the L1 team. They would also resolve incidents coming from the network monitoring tool Professional Technical Skills:3-7 years of experience in IT/network support.

Strong understanding of networking fundamentals, including:

TCP/IP, DHCP, DNS, VLANs, routing basics

IP address management (IPAM)

Hands-on experience with CLI-based configuration (Cisco IOS).

Knowledge of Zscaler and configuration.

Familiarity with network monitoring and automation tools

Basic knowledge of SD-WAN and Cisco DNAC.

Working knowledge of firewalls and VPNs (Fortinet preferred).

Basic exposure to log analysis tools like Splunk.

Meraki basic understanding and troubleshooting
Additional Information:

Willingness to work in rotational shifts or on-call support schedules.

Good communication and documentation skills.

Ability to follow instructions and work collaboratively in a team environment.

Certification - Cisco Certified Network Associate (CCNA)
Qualification15 years full time education