Role Overview – Network Security TAC Engineer (L1/L2/L3)
In this role, you will play a vital part in delivering exceptional technical support in a TAC (Technical Assistance Center) environment for enterprise customers primarily based in the US and Canada. You will be responsible for resolving complex network issues, collaborating across teams, and ensuring a high level of customer satisfaction. Key Responsibilities:

Troubleshoot network security issues in a TAC setup across L1/L2/L3 levels.
Utilize networking tools such as Wireshark, Putty, Secure CRT, and Traceroute for in-depth analysis.
Respond to network outages, degradations, and escalated cases.
Collaborate cross-functionally with other TAC teams for efficient issue resolution.
Document known issues, resolutions, and preventive measures.
Maintain effective written and verbal communication with customers to ensure satisfaction.

Essential Qualifications:

Proven experience handling international customer support.
Hands-on technical troubleshooting expertise.
Basic networking knowledge.
Willingness to work in a 24x7 support environment.
Strong communication skills – both written and verbal.

Desired Technical Skills (experience in any of the following):

Firewall Technologies: ASA, FTD, Firepower (configuration, troubleshooting, deployment)
NAT, Failover, Multi-Instance Configurations
VPN Solutions: AnyConnect, DMVPN, GETVPN, VPN on routers
AAA Technologies: ISE, ACS, Authentication, Profiling
Strong understanding of TCP/IP protocols and packet-level analysis using Wireshark
Familiarity with DHCP, DNS, SMTP, SNMP, Syslog, FTP
Routing protocol knowledge: OSPF, BGP, EIGRP
Exposure to virtualization: ESXi, KVM, Azure, AWS
Basic Linux knowledge (added advantage)

Soft Skills & Capgemini Values:

Demonstrate Capgemini//'s core values of Boldness, Trust, and Team Spirit.
Proactive attitude, collaborative mindset, and a commitment to high-quality customer/technical support.
Ability to work well under pressure and manage multiple priorities.
Clear, concise documentation and communication skills.

Required certifications – CCNA, CCNP, CWNA, CCIE

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