Key Responsibilities

Operational Support Troubleshooting
- Troubleshoot and restore:

o Cisco Meraki

o Fortinet (FortiGate)

o Cradlepoint

o Palo Alto Prisma SD-WAN
- Diagnose and resolve site outages (Meraki, Fortinet, Prisma SD-WAN), including:

o WAN connectivity issues

o Device-level failures

o Configuration-related problems
- Troubleshoot routing, firewall policy, and SD-WAN policy issues and Cellular Connectivity Issues
- Support and resolve SD-WAN failover and performance issues
- Diagnose and resolve cellular connectivity issues:

o Cradlepoint, Fortinet, Meraki

o APN configuration and carrier-related issues
- Engage and coordinate with U.S.-based ISPs and carriers to troubleshoot connectivity issues:

o Open and manage provider support tickets

o Perform joint troubleshooting (circuit testing, handoff validation)

o Drive issues through resolution and confirm service restoration Implementation Project Support
- Execute network cutovers during deployments
- Provide remote engineering support for field technicians:





o Guide installations using standard deployment procedures

o Validate configurations and ensure successful site turn-up
- Implement firewall rule changes based on approved requests, following industry best practices
- Support same-day service requests and deployment activities NOC / Engineering Support
- Work ENG/NOC tickets and resolve issues end-to-end where within scope
- Operate in a parallel support model alongside U.S.-based engineers
- Troubleshoot and resolve issues independently within defined scope, escalating complex or design-related issues appropriately Workload Availability Expectations
- Actively manage and work assigned tickets and tasks throughout the entire shift
- Proactively engage in:

o Ticket queues

o Documentation updates

o Monitoring and operational tasks when ticket volume is low
- Maintain continuous availability during scheduled hours for:

o Real-time troubleshooting

o Collaboration with U.S.-based engineers

📌 Network & Security Engineer (Ahmedabad)
🏢 Infrassist Technologies
📍 Ahmedabad