Project Role :Application Tech Support Practitioner

Project Role Description :Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills :Network Security Operations

Good to have skills :Zscaler Architecture
Minimum 2 year(s) of experience is required

Educational Qualification :15 years full time education

Summary:ZSCALER SKILL REQUIRED - The Network Support Engineer (L1.5) is responsible for handling network incidents escalated from Level 1 support. This role involves monitoring network infrastructure, performing intermediate troubleshooting, and escalating to Level 2 when necessary. The engineer will support day-to-day network operations, execute standard configuration changes, and contribute to maintaining network stability and performance.
Roles Responsibilities:
- Monitor network devices and infrastructure using Network Monitoring Systems (NMS).
- Respond to incidents escalated from L1 support related to connectivity, access, and performance issues.
- Perform basic to intermediate troubleshooting on routers, switches, firewalls, and wireless controllers.




- Implement standard network changes using SOPs such as:VLAN creation and managementAccess and trunk port configurationPort security settingsIP address assignment under supervisionBasic Troubleshooting
- Collect and analyze logs, perform packet captures, and review system alerts before escalating to L2.
- Maintain accurate incident documentation, including ticket updates and knowledge base entries.
- Follow defined processes and standard operating procedures for network operations.
- The L1.5 engineers will resolve incidents coming from the L1 team. They would also resolve incidents coming from the network monitoring tool Professional Technical Skills:3-7 years of experience in IT/network support.
- Robust understanding of networking fundamentals, including:
- TCP/IP, DHCP, DNS, VLANs, routing basics
- IP address management (IPAM)
- Hands-on experience with CLI-based configuration (Cisco IOS).
- Knowledge of Zscaler and configuration.
- Familiarity with network monitoring and automation tools
- Basic knowledge of SD-WAN and Cisco DNAC.
- Working knowledge of firewalls and VPNs (Fortinet preferred).
- Basic exposure to log analysis tools like Splunk.
- Meraki basic understanding and troubleshooting
Additional Information:
- Willingness to work in rotational shifts or on-call support schedules.
- Good communication and documentation skills.
- Ability to follow instructions and work collaboratively in a team environment.
- Certification - Cisco Certified Network Associate (CCNA)
Qualification15 years full time education

📌 Application Tech Support Practitioner (Hyderabad)
🏢 Accenture
📍 Hyderabad