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Network / Security Managed Services Support Engineer(L1 / L2)
DigiHelic Solutions Pvt. Ltd.Bengaluru, Karnataka, India9 hours ago
Job descriptionJunior : 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
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 :
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Service Support • Bengaluru, Karnataka, India
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