Requirements (technical): 

• Assist in the implementation of IT security measures. 

• Basic knowledge of Ansible and Python. 

• Understand firewalls and other network tools. 

• Provide system documentation and diagrams. 

• Implement change management procedures for system architecture changes. 

• Document network areas to develop network diagrams. 

• Evaluate current IT resources and assist in developing security policies. 

• Ensure systems and networks are secure and operational. 

• Basic understanding of SD-WAN technologies, Palo Alto, Cisco, Meraki. 

• Identify and investigate risk and vulnerability issues. 

• Assist in developing and maintaining standards and procedures. 

• Review client network policies and recommend changes. 

• Experience with deploying network systems. 

• Experience with deploying SDWAN network systems. 

• Basic understanding of security principles and design. 

• Excellent customer service skills. 

• Ability to work independently with minimal supervision. 

• Participate in CAB processes for changes. 

• Familiarity with Linux environment and shell scripting. 

• Security administration on switches and routers. 

• Prepare monthly work status reports and update technology-specific documents. 

• Assist in designing and implementing network infrastructure. 

• Proven Cisco/Meraki/Aruba device management skills. 

• Installing, configuring, and troubleshooting networking equipment. 

• Knowledge of Layer-2 switching, VLANs, and access lists. 

• Basic understanding of routing protocols: OSPF, EIGRP. 

• Understanding of OSI Model, TCP/IP protocol suite. 

• IP addressing and subnetting, routing concepts. 

• Implement SNMP on devices for network management. 

• Implement traffic filters using access lists and route maps. 

• Perform troubleshooting between sites. 

• Basic knowledge of enterprise-level network design and implementation. 

Responsibilities: 

• Proactively monitors the work the ticketing queues. 

• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA. 

• Updates tickets with resolution tasks performed. 

• Identifies, investigates, analyzes issues and errors prior to or when they occur, and log all such incidents in a timely manner. 

• Captures all required and relevant information for immediate resolution. 

• Provides second level support to all incidents, requests and identifies the root cause of incidents and problems. 

• Communicates with other teams and clients for extending support. 

• Executes changes with clear identification of risks and mitigation plans to be captured into the change record. 

• Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift. 

• Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management. 

• Works with automation teams for effort optimization and automating routine tasks. 

• Coaches Service Desk and L1 teams for technical and behavioural skills. 

• Identifies problems and errors before they impact a client’s service. 

• Leads and manages all initial client escalation for operational issues. 

• Ensures all changes are carried out with proper change approvals. 

• Plans and executes approved maintenance activities. 

• Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles. 

• May also contribute to / support on project work as and when required. 

• May work on implementing and delivering Disaster Recovery functions and tests. 

• Performs any other related task as required. 

Advantageous Skills: 

• Knowledge of Cisco ISE  

• Knowledge of enterprise monitoring tools ( LogicMonitor, Solarwinds). 

• Experience within managed services. 

• Familiarity with ticketing tools (Service Now, Remedy). 

• Working Knowledge of Palo Alto SDWAN 

• Knowledge of Cisco and HP support processes. 

• Working Knowledge of Cisco, Meraki, Aruba switches and access points support and configuration 

• Working Knowledge of Network address translation 

Academic Qualifications: 

• Diploma, degree, or relevant qualification in IT/Computing (or equivalent work experience). 

Qualifications: 

• Ability to build secure networks for enterprise applications; to maintain security configurations, troubleshoot problems related to network configuration and outages. 

• Experience with network security and incident response preferred. 

• CCNA Enterprise. 

• CCNP Enterprise - advantageous. 

• ITILv4 or relevant ITIL certification (Foundation Level)