Support Engineer 2 at Meta Infotech in Bengaluru

• 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