L2 Network engineer

Envision Technology Solutions; India; Remote; INR 600,000 - 900,000; Full time

Benefits offered by this job

WatchGuard certification support

Career growth

Job summary

Envision Technology Solutions is seeking a skilled Network Security Support Engineer to provide L2 support, manage firewall configurations, and troubleshoot VPNs and NAT issues. You will work with QAs and product teams, and participate in on-call rotations to resolve high-priority incidents.

You will guide customers, document issues, and contribute to knowledge base while maintaining strong customer satisfaction and professional communication with English fluency.

Qualifications

• Strong understanding of network protocols (TCP/IP, UDP, DNS, DHCP, VLANs).
• Strong understanding of routing protocols (OSPF, BGP, EIGRP).
• Hands-on experience with WatchGuard Firebox and other UTM/NGFWs.
• IPSuite, VPN, Routing & Switching (OSPF, BGP, VLAN) and related concepts.
• Syslog, SNMP exposure; basic scripting for automation/log parsing.
• CRM tools: Salesforce or Zendesk.
• Real-time troubleshooting during live interactions.
• Fluent in English.
• Strong communication skills.
• Experience analyzing complex technical scenarios.

Responsibilities

• Provide L2 support via phone, email, and ticketing system, ensuring timely resolution within SLAs.
• Support firewall devices: setup, upgrades, policy configuration, troubleshooting.
• Configure NAT, VPNs, firewall rules, routing; diagnose connectivity issues.
• Analyse traffic logs and security events.
• Assist with hardware diagnostics across security product lines.
• Guide users on perimeter defence and remote access.
• Resolve device performance, failover, and HA issues.
• Collaborate with L3 engineering, QA, product teams.
• On-call rotations for after-hours incidents.
• Manage escalated cases from Level 1; escalate when needed.
• Mentor Level 1 staff; share best practices.
• Lead technical collaboration to improve processes.
• Follow SOPs; contribute to knowledge base.
• Maintain high customer satisfaction.

Skills

Network protocols

Routing protocols

WatchGuard / UTM

VPN & NAT

Wireshark

CRM tools

Live troubleshooting

English fluent

Communication skills

Documentation

Education

B.Tech/M.Tech

CS/EC background

Tools

Salesforce

Zendesk

Job description

Key Responsibilities:

• Provide L2 support via phone, email, and ticketing system, ensuring timely resolution within defined SLAs and proper escalation of critical issues. Maintaining a high level of availability and professionalism.


• Provide support for firewall devices, including setup, upgrades, policy configuration, and troubleshooting.


• Assist with configuration of NAT, VPNs (IPSec/SSL), firewall rules, routing, including connectivity failures, DNS/DHCP misconfigurations, IP conflicts, VPN disruptions and proxy policies.


• Analyse traffic logs, system health alerts, and security events using diagnostic tools.


• Assist with hardware diagnostics and configuration across all network security product lines such as secure Wi-Fi, endpoint protection, and multi-factor authentication.


• Guide users on best practices for perimeter defence, intrusion prevention, and remote access.


• Work with customers to resolve device performance, failover, and HA setup issues.


• Collaborate with L3 engineering, QA, and product teams for unresolved issues and product-level bugs.


• Participate in on-call rotations and support coverage for high-priority or after-hours incidents as needed.


• Receive and manage escalated cases from Level 1 support, ensuring thorough investigation and timely resolution.


• Escalate unresolved or complex issues to Support Engineering with detailed analysis and supporting data.


• Mentor Level 1 support staff by providing technical guidance, sharing best practices, and supporting their ongoing development.


• Lead and contribute to technical collaboration discussions to improve support processes and share product insights.


• Follow standard operating procedures and actively contribute to internal knowledge base articles and documentation.


• Maintain a high level of customer satisfaction through effective communication, technical expertise, and timely issue resolution.

Technical Skills Required:

• Strong understanding of network protocols: TCP/IP, UDP, DNS, DHCP, VLANs etc


• Strong understanding of routing protocols: OSPF, BGP, EIGRP etc


• Hands-on experience with WatchGuard Firebox, or comparable UTM/NGFWs (Fortinet, SonicWall, Palo Alto, Checkpoint etc).


• IPSuite (TCP/IP), VPN, Routing & Switching (OSPF, BGP, VLAN, VTP, STP, EtherChannel, High Availability, IPSLA), ACL, NAT, DNS, DHCP, Packet Analysis (Wireshark & tcpdump), MFA, IPSec, SSL, Log analysis.


• Exposure to Syslog, SNMP, and basic scripting for automation/log parsing.


• Proficiency with CRM tools like Salesforce or Zendesk.


• Experienced in real-time troubleshooting and issue resolution during live customer interactions.


• Fluent in English.


• Strong verbal and written communication skills.


• Experience in analyzing and diagnosing complex technical scenarios and implementing effective solutions.


• Proficient in following internal operating processes and clearly documenting technical issues.


• Eagerness to proactively learn and grow technically in a fast-paced environment

Preferred Certifications:

• WatchGuard Certified System Professional (WCSP - Firebox) or any firewall certifications.


• CompTIA Network+ / Security+


• CCNA Security certifications.

• 4 to 8 years of relevant work experience in Network Security product.


• B. Tech., M. Tech. degree in Computer Science, Electronics & Communication or relevant IT streams from a reputed university