Key Responsibilities:
- Provide Level 2 infrastructure support with a focus on:
- Network devices: Firewalls (Palo Alto, Cisco, Sophos, SonicWall), Switches/WiFi (Cisco, HP, TP-Link, Unify/Ubiquiti, D-Link, Aruba)
- VPN and remote access solutions, Active Directory servers and Azure Entra
- Monitoring and SIEM tools: Zabbix, Sentinel, PRTG, NetFlow Analyze. Monitor and resolve system alerts and issues within SLA using Zabbix, Sentinel, SIEM, etc.
- Analyze and troubleshoot complex infrastructure issues spanning cloud, on-prem, and hybrid environments.
- Use TeamViewer, Jira, and other collaboration tools for remote support and issue tracking.
- Perform detailed shift handovers, ensuring smooth communication across teams. Generate reports, analyze ticket trends, and identify proactive fixes or escalations.
- Participate in project-related tasks, maintenance activities, and process improvements. Maintain detailed documentation and knowledge base updates as needed.
- Collaborate with global teams across time zones, ensuring uptime and business continuity.
Required Skills & Qualifications:
- 5–7 years of hands-on experience in infrastructure engineering or network administration.
- In-depth expertise in:
- Firewall platforms: Palo Alto, Cisco, Sophos, SonicWall | Switches/WiFi: Cisco, HP, TP-Link, Ubiquiti/Unify, Aruba, D-Link | VPN, Cloud environments, Active Directory, Azure Entra ID
- Monitoring & SIEM tools: Zabbix, Sentinel, PRTG, NetFlow Analyzer
- Excellent troubleshooting of network, cloud, and server-side issues
- Familiarity with TeamViewer for remote support and Jira for ticket management
- Strong documentation, ticketing, and escalation processes
- Ability to work independently in a high-pressure, SLA-bound environment
- Fluent English communication with a neutral accent is mandatory
- Strong interpersonal skills and the ability to interact professionally with global stakeholders
Preferred Qualifications:
- Certifications such as CCNA/CCNP, Microsoft/Azure, Firewall vendor certs, or ITIL Foundation
- Experience with hybrid infrastructure models and cloud-native tools
- Exposure to automation or scripting (PowerShell, Bash, etc.) is a plus