L1 / L2 Network / Security Support Engineer

Role : 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 :

(ref : hirist.tech)