L1 VPN Engineer - Network Operations & Support (1-6 yrs)

Responsibilities :

- Respond to and resolve VPN-related incidents, problems, and service requests within defined SLAs.

- Accurately log and track all incidents and service requests in the ticketing system.

- Escalate complex issues to L2/L3 engineers as needed.

- Implement approved VPN configuration changes according to change management procedures.

- Document all changes and ensure proper communication to stakeholders.

- Maintain accurate configuration documentation for VPN devices and services.

- Ensure configuration consistency across the VPN infrastructure.

- Monitor VPN capacity and performance, identifying potential bottlenecks and recommending solutions.

- Collect and analyze capacity data to support capacity planning.

- Perform Moves, Adds, Changes, and Deletes (MACDs) for VPN users and devices.

- Implement routine configuration changes as required.

- Proactively utilize network monitoring tools to isolate events before service degradation occurs.

- Monitor VPN device health, performance, and security.

- Generate and analyze monitoring reports.

- Support incident monitoring and incident analysis/response initiatives.

- Participate in incident post-mortem analysis.

- Coordinate with users to ensure timely and satisfactory resolution for any trouble tickets.

- Provide clear and concise communication to users regarding incident status and resolution.

- Troubleshoot layers 1, 2 and 3 of the OSI Model.

- Troubleshoot network, transport, session, presentation, and applications layers.

- Apply security patches to VPN devices and software as required.

- Maintain up-to-date knowledge of security vulnerabilities and best practices.

- Conduct daily performance checks on VPN devices.

- Perform periodic audits and compliance checks.

- Maintain compliance with security policies and standards.

- Perform immediate troubleshooting as the situation dictates for any network outages as reported by users, sensors, and/or operational personnel.

- Implement and maintain network security policy, standards, and procedures.

- Deploying and maintaining access and security policies for VPN solutions.

- Maintaining service levels as well as oversight of the day-to-day configuration, administration and monitoring of the network security infrastructure in a 24/7 environment.

- Co-ordination with OEMs for TAC support, RMA, replacement, and reconfiguration of VPN devices.

- Device configuration back-up as per the agreed schedule.

Technical Skills & Qualifications :

- 1-6 of experience in network operations or VPN support.

- Strong understanding of networking concepts (TCP/IP, routing, switching, VPN).

- Experience with VPN technologies (IPSec, SSL VPN).

- Familiarity with network monitoring tools (SolarWinds, PRTG, Nagios).

- Basic understanding of security concepts and best practices.

- Excellent troubleshooting and problem-solving skills.

- Strong communication and interpersonal skills.

- Ability to work in a 24/7 environment.

- Basic understanding of the OSI model.

- Experience with ticketing systems (ServiceNow, Jira).

Preferred Qualifications :

- Relevant certifications (CompTIA Network+, CCNA).

- Experience with specific VPN vendor platforms (Cisco, Palo Alto Networks, Fortinet).

- Experience with scripting languages (Python, Bash).

- Experience with ITIL framework.