.Job Description The service to be provided will be part of our Network (Internet Access) / Zero Trust Network Access (ZTNA) team. The L2 Support will coordinate and execute all necessary corrective actions, including the involvement of subcontractors to reach the full recovery of the services and compliance with Service Levels. This is to implement an effective solution or a temporary work-around. Good networking knowledge is expected together with strong language skills and understanding of modern computer networks with the ability to troubleshoot complex network issues.The service will be performed in shifts in order to cover a 24/5 demand, on-duty during weekends and public holidays. To achieve this, Siemens expects the following competences to be available at the service provider: Perform Pre-qualification of Incidents Handle L2 Internet Access Incidents Handle L2 Intranet/ZTNA Access Incidents Handle PAC File related Incidents Work on SAML or authentication issues Test, Diagnostics and fault resolution of Internet Access topics Troubleshoot Firewall Issues Identify possible Bandwidth Control Throttling Unblock situations related with Sandbox Incidents Cooperate with Siemens users to solve issues in a timely manner Cooperate with Website administrators to solve access issues Correlate Incidents with Real Time Notifications between solution portal and incoming incidents. Respect and evaluate each incident Priority and actual Severity level Verify resolved Incidents Engage with the service provider to ensure the quality of service, incident resolution Apply agile/lean methods and principles to optimize processes in own organization Perform Second Level support for Incidents (ServiceNow) Assure SLA Service Management Adjust and adapt all Internet Service Modules rules to fast-changing environment (SD-WAN and ClientZone) Support new Internet cloud solutions using AWS (VPC) and Azure (AVN) services Support of new Zscaler Internet Security solution on a global scale Support of new Zscaler Private Access solution on a global scale Work with relevant L3 teams Qualifications To deliver the above competences, Siemens considers relevant for the outsourcing company to assure consultants with a skillset and experience covering: Good knowledge of IP networks (IPv4, IPv6, routing BGP, OSPF) Troubleshooting experience for complex network environments Experience with relevant network tools (e.G., Wireshark, tcpdump) Basic knowledge of monitoring protocols (SNMP, Netflow) Knowledge of various network technologies and platforms, such as IPSEC, GRE, LAN, WAN, DHCP, DNS, ARP, SD-WAN, Cisco IOS Knowledge of network infrastructure and Zscaler technology (will be a plus) DevOps and/or Cloud Internet Services and Networks troubleshooting (AWS, Azure, GCP) Linux knowledge (basic needed – advanced/embedded devices is welcome) Knowledge of Cloud and/or Network Monitoring solutions (e.G
