The Main Responsibilities

- Provide first, second, and third-level support, resolving ~75% of issues without escalation.

- Troubleshoot network, server, and hardware issues, ensuring minimal downtime.

- Escalate unresolved issues to relevant engineering teams while adhering to defined procedures.

- Maintain accurate and up-to-date ticket information, ensuring transparent communication with customers.

- Coordinate replacement of faulty hardware and ensure timely resolution.

- Execute client change requests in collaboration with Engineering, Account Management, and Command Centre teams.

- Escalate critical incidents/outages to leadership as per SLA and process guidelines.

- Document incident resolutions thoroughly in case notes and provide detailed feedback to stakeholders.

- Review and manage open cases daily, updating relevant stakeholders on status and progress.

- Ensure smooth shift handovers with comprehensive updates.

- Participate in daily operations and change review meetings.

- Engage with third-party vendors for issue resolution when required.

What We Look For in a Candidate

Core Competencies

- Strong customer-facing communication skills (verbal and written).

- Ability to work under pressure and manage multiple priorities.

- Analytical mindset with strong troubleshooting capabilities.

- Proactive, adaptable,



and team-oriented approach.

- Experience with ticketing tools and adherence to SLA timelines.

Technical Skills

Networking & Security Technologies

- Cisco routers and switches

- Lenovo switching solutions

- SD-WAN (multi-vendor)

- Wireless technologies (Cisco WiFi)

- Firewalls (Sophos, Check Point)

- Load balancers (F5 Big-IP, Kemp)

- Azure Networking (vNets, Virtual WAN, VPNs, NSG, Hub architectures)

- Proxy solutions (Bluecoat) and Meraki devices

- RSA server management

Networking Fundamentals

- TCP/IP protocols

- Layer 2 & Layer 3 switching and routing

- Routing protocols: BGP, EIGRP, OSPF

- Network security concepts: Firewalls, IDS/IPS, VPNs, SSL

- Load balancing principles

- Radius/NPS configuration and administration

Tools & Platforms

- Packet capture tools: Wireshark, NetScout

- Monitoring tools: SolarWinds, NetFlow

- IP Soft tools

- Operating systems: Windows, Linux/Unix

- Networking services: DHCP, DNS

Additional Requirements

- Experience in enterprise network support environments (mandatory)

- Robust troubleshooting and incident management experience

- Ability to design, implement, and support network/security solutions

- ITIL certification (preferred)

Nice to Have

Experience with Zscaler

📌 SR Network Consultant I (Bengaluru)
🏢 Lumen Technologies
📍 Bengaluru