IT Support L2 (Firewall)

Job Overview

Role Summary

TheIT Support L2– Firewall role is responsible for providing advanced technical

support for firewall and network security systems. This position handles escalated

issues related to firewall configuration, rule management, VPN connectivity, and network

security incidents. The engineer works closely with L3 network/security teams to ensure

secure and uninterrupted network access across the organization.

Key Responsibilities

Firewall &Security Administration

● Configure,manage,and maintain firewall devices (FortiGate, Palo Alto, Cisco

ASA, Sophos, Check Point, etc.).

● Create,review, and optimize firewall security policies, NAT rules, and access

control lists.

● Performtroubleshooting for firewall-related issues including blocked traffic,

routing conflicts, and policy misconfigurations.

● Monitorfirewall logs and s to detect anomalies, threats, or performance

issues.

● Support security audits and compliance requirements by maintaining accurate

configuration records.

VPN&Remote Access Support

Configure and suppor tIPSec, SSL VPN, and site-to-sitetunnels.

● Resolve VPN authentication orconnectivity problems for users and branches.

● Monitor and optimize VPN performance and uptime.

NetworkSupport (L2)

● Troubleshoot L2 network issues related to routing, switching, VLANs, and

network segmentation.

● Assistin configuring network devices connected to firewall zones (LAN, WAN,

DMZ, Guest).

● Supporthigh-severity incidents and escalate unresolved issues to L3 engineers

as needed.

Technical Support &Operations

● Act as an escalation point forL1 support teams forsecurity and network-related

incidents.

● Work with SOC/NOCteams on s,suspicious activity, and outageevents.

● Ensureall firewall/security change requests are implemented according to ITIL

change management processes.

● Document troubleshooting steps, network diagrams, and procedures.

Required Skills & Experience

● 1-2 years of experience in IT Support, Network Security, or similar roles.

● Strong understanding of firewall technologies: NAT, security policies, ACLs,

VPNs, routing, and packet inspection.

● Hands-onexperiencewith at least oneenterprise firewall platform (Fortinet, Palo

Alto, Cisco ASA, etc.).

● Proficientwith TCP/IP, routing/switching, VLANs, and network segmentation.

● Experience with monitoring/security tools such as FortiAnalyzer, Panorama,

SolarWinds, or PRTG.

● Goodproblem-solving skills and ability to analyze logs and traffic flows.

● Strong communication skills and ability to work in fast-paced environments