Key Responsibilities:

- Provide L2 support via phone, email, and ticketing system, ensuring timely resolution within defined SLAs and proper escalation of critical issues. Maintaining a high level of availability and professionalism.

- Provide support for firewall devices, including setup, upgrades, policy configuration, and troubleshooting.
- Assist with configuration of NAT, VPNs (IPSec/SSL), firewall rules, routing, including connectivity failures, DNS/DHCP misconfigurations, IP conflicts, VPN disruptions and proxy policies.
- Analyse traffic logs, system health alerts, and security events using diagnostic tools.
- Assist with hardware diagnostics and configuration across all network security product lines such as secure Wi-Fi, endpoint protection, and multi-factor authentication.
- Guide users on best practices for perimeter defence, intrusion prevention, and remote access.
- Work with customers to resolve device performance, failover, and HA setup issues.
- Collaborate with L3 engineering, QA, and product teams for unresolved issues and product-level bugs.
- Participate in on-call rotations and support coverage for high-priority or after-hours incidents as needed.
- Receive and manage escalated cases from Level 1 support, ensuring thorough investigation and timely resolution.
- Escalate unresolved or complex issues to Support Engineering with detailed analysis and supporting data.
- Mentor Level 1 support staff by providing technical guidance, sharing best practices, and supporting their ongoing development.
- Lead and contribute to technical collaboration discussions to improve support processes and share product insights.
- Follow standard operating procedures and actively contribute to internal knowledge base articles and documentation.




- Maintain a high level of customer satisfaction through effective communication, technical expertise, and timely issue resolution.

Technical Skills Required:

- Solid understanding of network protocols: TCP/IP, UDP, DNS, DHCP, VLANs etc
- Strong understanding of routing protocols: OSPF, BGP, EIGRP etc
- Hands-on experience with WatchGuard Firebox, or comparable UTM/NGFWs (Fortinet, SonicWall, Palo Alto, Checkpoint etc).
- IPSuite (TCP/IP), VPN, Routing & Switching (OSPF, BGP, VLAN, VTP, STP, EtherChannel, High Availability, IPSLA), ACL, NAT, DNS, DHCP, Packet Analysis (Wireshark & tcpdump), MFA, IPSec, SSL, Log analysis.
- Exposure to Syslog, SNMP, and basic scripting for automation/log parsing.
- Proficiency with CRM tools like Salesforce or Zendesk.
- Experienced in real-time troubleshooting and issue resolution during live customer interactions.
- Fluent in English.
- Strong verbal and written communication skills.
- Experience in analyzing and diagnosing complex technical scenarios and implementing effective solutions.
- Proficient in following internal operating processes and clearly documenting technical issues.
- Eagerness to proactively learn and grow technically in a fast-paced environment
- Preferred Certifications:

- WatchGuard Certified System Professional (WCSP - Firebox) or any firewall certifications.
- CompTIA Network+ / Security+
- CCNA Security certifications.

- 4 to 8 years of relevant work experience in Network Security product.
- B. Tech., M. Tech. degree in Computer Science, Electronics & Communication or relevant IT streams from a reputed university

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Network engineer (Prayagraj)
🏢 Envision Technology Solutions
📍 Prayagraj