Role & responsibilities:

- Prioritize and triage phone, email, and monitoring system incidents.
- Provide phone and email technical support to various clients.
- Work in a adaptable 24x7 shift supporting US off-hours and weekends (India daytime)
- Document all work performed in a highly detailed and accurate manner in the incident ticketing systems.
- Escalate relevant incidents to Tier III, Engineering, or Management based on complexity or time constraints.
- Assist and /or consult with Tier III or management to achieve company-defined SLAs.
- Adheres to all special instructions and documented processes.
- Develop and maintain excellent customer relationships.
- Diagnose, repair, and update network security devices like Switches, Routers, Firewalls, Load Balancers, IDS/IPS, Endpoint Security, Mobile Security, Cloud security, etc.
- Troubleshoot and resolve network issues such as connectivity.
- Document relevant issues for the population in the knowledge base
- Produce network diagrams and other documentation.
- Regularly update network hardware and software systems to vendor-recommended versions




- Work on a shift-based schedule coordinate with the onsite team daily.
- Contribute to team process updates, workflow enhancement, and documentation.
- Handle on-call responsibility on a rotation basis during weekends and non-business hours
- Adhere to all client and MGT compliance practices and policies.
- Assist Tier-I teams with service and skill development.

Preferred candidate profile:

- 6 years or more experience in Network & Security
- Bachelors degree or higher in Computer Science, IT, or a related field
- CCNP, JNCIA, or equivalent professional Networking level certification in networking
- One or more certifications in Network Firewalls, like Palo Alto, Check Point, Fortinet, Cisco, etc.
- Experience using any ITSM or service ticketing platform as an end user in the operations team.
- Experience working in a support role or operations center
- Experience working directly or indirectly with US customers or organizations

📌 Network Security Engineer (Hyderabad)
🏢 Amerisource Solutions
📍 Hyderabad