L2 Technical Assistance Center Support Specialist
Incedo Inc.Noida, Republic Of India, IN30+ days ago
Job descriptionStrong understanding of network protocols : TCP / IP, UDP, DNS, DHCP, VLANs etc Strong understanding of routing protocols : OSPF, BGP, EIGRP etc Hands-on experience with WatchGuard Firebox, or comparable UTM / NGFWs (Fortinet, SonicWall, Palo Alto, Checkpoint etc). IPSuite (TCP / IP), VPN, Routing & Switching (OSPF, BGP, VLAN, VTP, STP, EtherChannel, High Availability, IPSLA), ACL, NAT, DNS, DHCP, Packet Analysis (Wireshark & tcpdump), MFA, IPSec, SSL, Log analysis. Exposure to Syslog, SNMP, and basic scripting for automation / log parsing. Proficiency with CRM tools like Salesforce or Zendesk. WatchGuard Certified System Professional (WCSP – Firebox) or any firewall certifications. CompTIA Network+ / Security+ Cisco CCNA Security Qualifications
Role Description
- 4-6 Years of experience in providing L2 TAC support via phone, email, and case portal, ensuring timely resolution within defined SLAs and proper escalation of critical issues.
- Provide support for firewall devices, including setup, upgrades, policy configuration, and troubleshooting.
- Assist with configuration of NAT, VPNs (IPSec / SSL), firewall rules, routing, and proxy policies.
- Analyse traffic logs, system health alerts, and security events using diagnostic tools.
- Guide users on best practices for perimeter defence, intrusion prevention, and remote access.
- Work with customers to resolve device performance, failover, and HA setup issues.
- Contribute internal knowledge base articles and suggest improvements to existing documentation.
- Collaborate with L3 engineering, QA, and product teams for unresolved issues and product-level bugs.
- Participate in on-call rotations and support coverage for high-priority or after-hours incidents as needed.
Technical Skills
Nice-to-have skills
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Technical Support Specialist • Noida, Republic Of India, IN
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