What will you do
- SME for Network and Security:Provide escalation support for Network (Cisco, Aruba, Alcatel, F5) and Security Products (Check Point, Palo Alto and Fortinet)
- Troubleshoot and Resolve Issues:Provide advanced to in-depth troubleshooting for network and security incidents, including routers, switches, firewalls, VPNs, and other network devices.
- Incident Response:Respond and resolve network and security incidents in a timely manner, ensuring minimal downtime and impact on operations and strict adherence to committed SLA. First responder to Priority 1 incidents and resolved incidents within OneCare contractual SLA
- Documentation:Maintain detailed documentation of network configurations, changes, and incidents. Create and update technical documentation and standard operating procedures.
- Collaboration:Work closely with Level 2 and Level 1 support teams, remote and field support network/security engineers to resolve complex issues and improve network performance.
- On-call Support:Provide 24x7 on-call support on a rotating basis, ensuring availability to address critical issues as they arise
The ideal candidate should possess:
- Diploma / Degree in Computer Science / Computer Engineering / Information Technology related field, or IT equivalent
- Preferably 5or more years of working experience with focus on network and security support roles
- In depth knowledge of network protocols (TCP/IP, DNS, DHCP), network devices (routers, switches, firewalls), and security technologies (VPN and IDS/IPS)
- Deep understanding of packet capture analysis and network physical and logical topologies
- Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Ability to express oneself to stakeholders
- Willingness to work in a 24x7 environment, including nights, weekends, and holidays as needed
What you might also need to have:
- CCIE, CCNP, Alcatel (ACFE), F5, Aruba, Check Point, Palo Alto, or any relevant certifications
