Project Role: Application Tech Support Practitioner

Project Role Description: Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Must have skills: Network Security Operations

Good to have skills: Zscaler Architecture

Minimum 2 year(s) of experience is required

Educational Qualification: 15 years full time education

Summary:

ZSCALER SKILL REQUIRED - The Network Support Engineer (L1.5) is responsible for handling network incidents escalated from Level 1 support. This role involves monitoring network infrastructure, performing intermediate troubleshooting, and escalating to Level 2 when necessary. The engineer will support day-to-day network operations, execute standard configuration changes, and contribute to maintaining network stability and performance.

Roles & Responsibilities:

• Monitor network devices and infrastructure using Network Monitoring Systems (NMS).?
• Respond to incidents escalated from L1 support related to connectivity, access, and performance issues.?
• Perform basic to intermediate troubleshooting on routers, switches, firewalls, and wireless controllers.?
• Implement standard network changes using SOPs such as:?
  VLAN creation and management?
  Access and trunk port configuration?
  Port security settings?
  IP address assignment under supervision?
  Basic Troubleshooting?
• Collect and analyze logs, perform packet captures, and review system alerts before escalating to L2.?
• Maintain accurate incident documentation, including ticket updates and knowledge base entries.?
• Follow defined processes and standard operating procedures for network operations.?
• The L1.5 engineers will resolve incidents coming from the L1 team. They would also resolve incidents coming from the network monitoring tool

Professional & Technical Skills:

• 3-7 years of experience in IT/network support.?
• Strong understanding of networking fundamentals, including:?
• TCP/IP, DHCP, DNS, VLANs, routing basics?
• IP address management (IPAM)?
• Hands-on experience with CLI-based configuration (Cisco IOS).?
• Knowledge of Zscaler and configuration.?
• Familiarity with network monitoring and automation tools ?
• Basic knowledge of SD-WAN and Cisco DNAC.?
• Working knowledge of firewalls and VPNs (Fortinet preferred).?
• Basic exposure to log analysis tools like Splunk.?
• Meraki basic understanding and troubleshooting

Additional Information:

• Willingness to work in rotational shifts or on-call support schedules.?
• Good communication and documentation skills.?
• Ability to follow instructions and work collaboratively in a team environment.
• Certification
• Cisco Certified Network Associate (CCNA)

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.