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
Robust customer-facing communication skills (verbal and written).
Ability to work under pressure and manage multiple priorities.
Analytical mindset with robust 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