Application Tech Support Practitioner

About the Role

Act as the ongoing interface between the client and the system or application, dedicated to quality and using exceptional communication skills to keep world-class systems running.

Key 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 management
• Access and trunk port configuration
• Port security settings
• IP address assignment under supervision
• 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.
• Resolve incidents coming from the L1 team and the network monitoring tool.

Requirements & Tech Stack

• Network Security Operations
• Zscaler Architecture (good to have)
• 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

Qualifications

• 15 years full-time education
• Cisco Certified Network Associate (CCNA) certification

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.