Application Tech Support Practitioner

Minimum

Summary: As an Application Tech Support Practitioner, you will serve as the vital link between clients and our systems or applications. Your typical day involves engaging with clients to understand their needs, troubleshooting issues, and ensuring that our world-class systems operate seamlessly. You will utilize your exceptional communication skills to provide quality support and maintain client satisfaction, while also leveraging your deep product knowledge to design effective resolutions for any challenges that arise. Role Summary: The Network Support Engineer (L1.5) acts as an escalation point for Level 1 issues that require deeper troubleshooting but do not yet need full L2 expertise. The role is responsible for monitoring, investigating alerts, handling tickets beyond basic triage, and escalating to L2 as needed. Key Responsibilities: Monitor network devices, links, and infrastructure via NMS tools. Handle incidents escalated from Level 1 support (connectivity, device access, performance issues). Perform intermediate troubleshooting on switches, routers, firewalls, and wireless controllers. Execute defined changes such as VLAN, Access Ports, Trunk configuration, port-security adjustments, and IP assignments under guidance. Collect and analyze logs, packet captures, and error reports before escalating to L2. Maintain accurate ticket documentation, knowledge base updates, and incident timelines. Coordinate with L1 support and escalate appropriately to L2. Skills & Qualifications: 1–3 years of relevant networking/IT support experience. Good grasp of TCP/IP, DHCP, DNS, VLANs, IPAM, routing basics. Hands-on with CLI environments (Cisco IOS, Juniper, etc.). Familiar with monitoring tools (SolarWinds, Nagios, Zabbix, etc.). Basic understanding of SDWAN, DNAC. Basic understanding of firewalls and VPNs (Fortinet). Certifications preferred: CCNA, CompTIA Network+. Educational Qualifications - Bachelor’s degree in Computer Science or a similar domain. 15 years of full time education Additional Information - Only Hyderabad location is preferred.

15 years full time education