L2 Infrastructure Engineer

Key Responsibilities:

• Provide Level 2 infrastructure support with a focus on:
• Network devices: Firewalls (Palo Alto, Cisco, Sophos, SonicWall), Switches/WiFi (Cisco, HP, TP-Link, Unify/Ubiquiti, D-Link, Aruba)
• VPN and remote access solutions, Active Directory servers and Azure Entra
• Monitoring and SIEM tools: Zabbix, Sentinel, PRTG, NetFlow Analyze. Monitor and resolve system alerts and issues within SLA using Zabbix, Sentinel, SIEM, etc.
• Analyze and troubleshoot complex infrastructure issues spanning cloud, on-prem, and hybrid environments.
• Use TeamViewer, Jira, and other collaboration tools for remote support and issue tracking.
• Perform detailed shift handovers, ensuring smooth communication across teams. Generate reports, analyze ticket trends, and identify proactive fixes or escalations.
• Participate in project-related tasks, maintenance activities, and process improvements. Maintain detailed documentation and knowledge base updates as needed.
• Collaborate with global teams across time zones, ensuring uptime and business continuity.

Required Skills & Qualifications:

• 5–7 years of hands-on experience in infrastructure engineering or network administration.
• In-depth expertise in:
• Firewall platforms: Palo Alto, Cisco, Sophos, SonicWall | Switches/WiFi: Cisco, HP, TP-Link, Ubiquiti/Unify, Aruba, D-Link | VPN, Cloud environments, Active Directory, Azure Entra ID
• Monitoring & SIEM tools: Zabbix, Sentinel, PRTG, NetFlow Analyzer
• Excellent troubleshooting of network, cloud, and server-side issues
• Familiarity with TeamViewer for remote support and Jira for ticket management
• Strong documentation, ticketing, and escalation processes
• Ability to work independently in a high-pressure, SLA-bound environment
• Fluent English communication with a neutral accent is mandatory
• Strong interpersonal skills and the ability to interact professionally with global stakeholders

Preferred Qualifications:

• Certifications such as CCNA/CCNP, Microsoft/Azure, Firewall vendor certs, or ITIL Foundation
• Experience with hybrid infrastructure models and cloud-native tools
• Exposure to automation or scripting (PowerShell, Bash, etc.) is a plus