L1 Network Security

       Handles first level calls/cases from Enterprise customers.

•                     Case ownership, documentation and management

•                     Customer Management, Setting right expectation, Situation handling.

•                     Driving case progression as per the SLA

•                     Utilizing tools and systems, Working with relevant groups in the client organization (SE, Support Manager, L3) for case progression and updates

•                     Backlog Management and meet the expectation set with customers.

•                     Work on pending cases(backlogs) and drive towards closure

•                     Periodic follow up as per SLA defined by the client.

•                     Process, Queue Adherence and SLA awareness

•                     Adhere to the process guidelines specified for the defined environment (SIP, ISO etc.)

•                     Knowledge Base Article Creation when there is an opportunity for it.

•                     To contribute knowledge base and the knowledge sharing forum

•                     Improving customer experience and Building relationship

•                     Completing PCNSE certification within 120 days of go-live

Technical skills:

•                     1+ years of experience in data networking, routing & switching & network security.

•                     Good understanding of OSI Model, TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, SNMP, FTP, TFTP).

•                     Experience in VLANS, Tagging – IEEE 802.1q, 802.3ad, 802.1d, 802.1w.

•                     Experience in IPSEC VPN/SSL-VPN/NAT/GRE/

•                     Experience on routing protocols – RIP V1/V2, OSPF, and BGP

•                     Knowledge on Authentication Protocols like TACAS/RADIUS/802.1x

•                     Working knowledge on Cisco, Checkpoint, Juniper, Fortinet, SonicWALL, Net Screen, Juniper SRX will be an advantage.

•                     Experience on troubleshooting tools like Sniffer, Ethereal, and Wireshark.

•                     CCNA, CCNP, Checkpoint Certification, CCSP certifications will be an added advantage.

•                     Knowledge of Server Load Balancing (SLB) and DHCP, VRRP and IGMP.

•                     Education: Bachelor's degree in Computer Science, Engineering or equivalent or demonstrated skill and/or related industry experience