Support Engineer 2

Meta Infotech; Bengaluru; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Meta Infotech is seeking a Network Security Support Engineer to provide Level 2 technical assistance for network, proxy, and security incidents in Bengaluru. You will troubleshoot ProxySG, Zscaler, WSS, and related solutions, coordinate with OEM vendors for complex issues, and analyze logs and captures to identify root causes.

You will also manage changes, monitor system health, assist with upgrades, and document procedures.

Qualifications

• Proven Level 2 technical support for network, proxy and security incidents.
• Experience with enterprise proxy and web security solutions.
• Strong ITIL, incident and change management knowledge.

Responsibilities

• Provide Level 2 technical support for network, proxy, and security incidents.
• Troubleshoot ProxySG, CAS, Management Center, WSS, Zscaler and related solutions.
• Coordinate with OEM/vendor support teams for complex resolution.
• Analyze logs, packet captures and events to find root causes.
• Manage and implement changes per change management processes.
• Monitor system health and service availability.
• Assist with software upgrades, patching and maintenance.
• Create and maintain technical documentation and guides.
• Collaborate with application owners to gather requirements.
• Provide incident updates, RCA reports and stakeholder communications.
• Ensure compliance with security policies and standards.

Skills

Networking protocols

Proxy & web security

Linux

Windows

ITIL processes

Incident management

Change management

Log analysis

Vendor management

Troubleshooting

Documentation

Team collaboration

Communication skills

Tools

Wireshark

Job description

Role & responsibilities

• Provide Level 2 technical support for network, proxy, and security-related incidents.
• Troubleshoot and resolve issues related to ProxySG, CAS, Management Center, WSS, Zscaler, and other security solutions.
• Coordinate with OEM/vendor support teams for complex problem resolution.
• Analyze logs, packet captures, and system events to identify root causes.
• Manage and implement approved changes as per change management processes.
• Monitor system health and ensure service availability.
• Support software upgrades, patching, and maintenance activities.
• Create and maintain technical documentation, SOPs, and troubleshooting guides.
• Work with application owners and business teams to gather and validate requirements.
• Provide incident updates, RCA reports, and status communications to stakeholders.
• Ensure compliance with security policies and operational standards.

Preferred candidate profile

• Strong knowledge of network protocols (TCP/IP, HTTP, HTTPS, DNS, SSL/TLS).
• Experience with enterprise proxy and web security solutions.
• Knowledge of firewall, routing, switching, and authentication technologies.
• Experience analyzing logs and packet captures using tools such as Wireshark.
• Understanding of Linux and Windows operating systems.
• Knowledge of ITIL processes, incident management, and change management.
• Excellent troubleshooting and communication skills.

• Analytical problem-solving
• Vendor management
• Customer focus
• Incident handling
• Documentation and reporting
• Team collaboration