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L2 Support Engineer for Internet Services

Descrição da posição

The service to be provided will be part of our Network (Internet Access)/Zero Trust Network Access (ZTNA) team. The L2 Support will coordinate and execute all necessary corrective actions, including the involvement of subcontractors to reach the full recovery of the services and compliance with Service Levels. This is to implement an effective solution or a temporary work-around. Good networking knowledge is expected together with strong language skills and understanding of modern computer networks with the ability to troubleshoot complex network issues.

The service will be performed in shifts to cover a 24/5 demand, with on-call duty during weekends, holidays and other non-working days. Consultants to be assigned to the service by provider should have advanced communication and presentation skills, both written and verbal, and good negotiation skills. It is mandatory for consultants to be business-fluent in the English language (speaking and writing).

Requirements

Mid-Level - Perform Pre-qualification of Incidents
Mid-Level - Handle L2 Internet Access Incidents
Mid-Level - Handle L2 Intranet/ZTNA Access Incidents
Mid-Level - Handle PAC File related Incidents
Mid-Level - Work on SAML or authentication issues
Mid-Level - Test, Diagnostics and fault resolution of Internet Access topics
Mid-Level - Troubleshoot Firewall Issues
Mid-Level - Identify possible Bandwidth Control Throttling
Mid-Level - Unblock situations related to Sandbox Incidents
Mid-Level - Cooperate with the users to solve issues promptly
Mid-Level - Cooperate with Website administrators to solve access issues promptly
Mid-Level - Correlate Incidents with Real Time Notifications between solution portal and incoming incidents.
Mid-Level - Respect and evaluate each incident Priority and actual Severity level
Mid-Level - Verify resolved Incidents
Mid-Level - Engage with the service provider to ensure the quality of service, incident resolution
Mid-Level - Apply agile/lean methods and principles to optimize processes in own organization
Mid-Level - Perform Second Level support for Incidents (ServiceNow)
Mid-Level - Assure SLA Service Management
Mid-Level - Adjust and adapt all Internet Service Modules rules to fast-changing environment (SD-WAN and ClientZone)
Mid-Level - Support new Internet cloud solutions using AWS (VPC) and Azure (AVN) services
Mid-Level - Support of new Zscaler Internet Security solution on a global scale
Mid-Level - Support of new Zscaler Private Access solution on a global scale
Mid-Level - Work with relevant L3 teams
Mid-Level - Good knowledge of IP networks (IPv4, IPv6, routing BGP, OSPF)
Mid-Level - Troubleshooting experience for complex network environments
Mid-Level - Experience with relevant network tools (eg. Wireshark, tcpdump)
Mid-Level - Basic knowledge of monitoring protocols (SNMP, Netflow)
Mid-Level - Knowledge of various network technologies and platforms, as IPSEC, GRE, LAN, WAN, DHCP, DNS, ARP, SD-WAN, Cisco IOS
Mid-Level - Knowledge of network infrastructure and Zscaler technology
Mid-Level - DevOps and / or Cloud Internet Services and Networks troubleshooting (AWS, Azure, GCP)
Mid-Level - Linux knowledge (basic knowledge needed – advanced/embedded devices are welcome)
Mid-Level - Knowledge of Cloud and/or Network Monitoring solutions (e.g. PRTG)
Mid-Level - A solid understanding of concepts and methods for service support
Mid-Level - Forward-looking with a natural inclination for customer needs
Mid-Level - Solution-oriented thinking and working
Mid-Level - Service Management and ITIL processes
Mid-Level - Lean/agile project management

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