01Overview
L2 Service Desk Support Chennai (L2 Infrastructure & Security Support Engineer)Experience Required: 35 yearsCore Responsibilities (Service Desk & Infra Support)Networking SupportTroubleshoot TCP/IP, DNS, DHCP, VPN, LAN/WAN issues.Support network devices (routers, switches, firewalls, wireless access points).Perform port configurations, VLAN setups, IP assignments, and routing checks.Collaborate with L3/Network Engineers on escalated network issues.Monitoring & ObservabilityManage Zabbix dashboards, alerts, and performance monitoring.Create reports for uptime, SLA compliance, and capacity usage.Database Support (added advantage)Basic PostgreSQL administration (backups, performance checks, query troubleshooting).Checkpoint Email GatewayManage policies, troubleshoot mail delivery, and respond to phishing/spam incidents.AutomationDevelop small scripts (Python/PowerShell/Shell) to automate repetitive support tasks.Incident ManagementHandle escalated tickets, perform RCA, update knowledge base.SecOps ResponsibilitiesEndpoint & Email Security: Monitor alerts from SentinelOne/Checkpoint, escalate suspicious activity.SIEM Support: Perform Tier 1 triage of alerts from Wazuh/Log360, escalate to SOC.Access Management: Execute access provisioning/revocation aligned to compliance.Threat & Compliance Support: Assist in evidence collection for ISO 27001/SOC 2 audits.Patch/Vulnerability Coordination: Track patch status, support remediation coordination.Network Design & DocumentationAssist in preparing network topology diagrams (LAN/WAN, firewall flows, VLANs, IP schemes).Document standard network setup SOPs for onboarding new users/sites.Maintain network configuration records for audit and compliance.Support network change planning with Visio/Draw.ioProfile Fit35 years in IT Service Desk/Support with networking SecOps exposure.Hands-on with Zabbix, PostgreSQL, Checkpoint Email Security, and basic automation.Familiar with Visio/Lucidchart/Draw.io for network documentation.Strong troubleshooting, multitasking, and communication skills.Comfortable in a 247 global support environment.Automation & AI/ML AdvantageUse Python/PowerShell/Shell scripts for automating repetitive tasks.Contribute to AI/ML-based monitoring & anomaly detection projects (added advantage).Support exploratory work in AI-driven security incident response & predictive monitoring.Administer Privilege Access Management:(added advantage).Manage privileged accounts, vaults, and session monitoring.Support onboarding/offboarding workflows aligned to compliance.Mentorship & Team Collaboration Support and Resolve Escalations from L1 Collaborate with global IT teams across multiple time zones to ensure seamless support delivery.Required Skills & Experience35 years of experience in a Level 2 Infrastructure & Security Support EngineerExperience working in 24x7 shift-based global IT operations.Strong diagnostic and troubleshooting abilities under pressure.Ability to work independently and manage priorities effectively.Excellent verbal and written communication skills with a professional demeanor.Soft SkillsHigh emotional intelligence and tact in handling sensitive or high-impact issues.Strong collaboration and stakeholder management skills.Curiosity-driven and adaptable to evolving technologies and tools .
