Networking Managed Services Engineer (L2)

Overview

Networking Managed Services Engineer (L2) responsible for keeping clients’ IT infrastructure and systems operational through incident monitoring, troubleshooting, and resolution aligned to SLAs.

What you'll do

• Proactively monitor systems, identify, investigate, and resolve technical incidents and problems.
• Review client requests and tickets, applying technical expertise to resolve medium-complexity issues.
• Collaborate with clients and internal teams to restore services swiftly per SLAs.
• Monitor work queues, execute operational tasks, and update tickets with actions taken.
• Communicate with other teams for support and ensure changes include risk identification and mitigation plans.
• Handle shift handover by highlighting key tickets and upcoming critical tasks; escalate tickets when needed.
• Contribute to automation, change management, and quality auditing of incident and request tickets.

What you'll need

• Proficiency with technologies including Pulse Secure SSL VPN, Palo Alto, Fortinet, and Cisco Nexus switches/routers/firewalls.
• Experience with ticketing tools (at least “more familiarity”).
• At least one technical certification in the listed technologies.
• Strong planning skills to anticipate and adapt to changing circumstances.
• Ability to communicate and work effectively across different cultures and social groups.
• A bachelor's degree in IT/Computing (or equivalent qualification/work experience).
• Active listening and client-centric communication skills.

Details

• Hybrid working.
• Location: Bangalore, India.