L2 Support Engineer for Internet Services

Match Profiler is an Information Systems consultancy with over 25 years of experience in the national and international technology market.

We believe in challenging and motivating projects, driven by multidisciplinary and agile teams - and we are looking for those who want to grow with us.

With a close-knit approach, we develop solutions that drive business growth with innovation, trust and security.

If you aspire to a career that challenges you daily and allows you to make a real impact - this opportunity is for you.

We are currently strengthening the team of one of our clients with the following profile:

L2 Support Engineer for Internet Services – Remote (Portugal)

You will be part of the Network (Internet Access) / Zero Trust Network Access (ZTNA) team, providing Second Level (L2) support for Internet and ZTNA services in a global environment.

The role involves incident pre‑qualification, troubleshooting, and resolution, ensuring service recovery and SLA compliance, coordinating with service providers and L3 teams when required. The service operates on a 24/5 shift model, with on‑call duty during weekends and holidays.

Key Responsibilities

• Handle L2 Internet Access and Intranet/ZTNA incidents
• Troubleshoot firewalls, proxy/PAC files, SAML and authentication issues
• Perform testing, diagnostics and fault resolution related to Internet Access
• Identify bandwidth throttling and unblock sandbox‑related issues
• Cooperate with users and website administrators to resolve access issues
• Correlate incidents with real‑time system notifications
• Work with ServiceNow, respecting incident priority, severity and SLA
• Support SD‑WAN, ClientZone and fast‑changing Internet service rules
• Support cloud Internet solutions (AWS VPC, Azure AVN)
• Support Zscaler Internet Security (ZIA) and Zscaler Private Access (ZPA) globally
• Apply agile/lean principles to optimize operational processes

Required Skills & Experience

• Strong knowledge of IP networking (IPv4/IPv6, BGP, OSPF)
• Experience troubleshooting complex network environments
• Hands‑on with firewalls, SD‑WAN, IPsec, GRE, LAN/WAN, DNS, DHCP
• Experience with network tools (Wireshark, tcpdump) and monitoring (SNMP, NetFlow, PRTG)
• Knowledge of Zscaler technologies and Internet security concepts
• Cloud networking and troubleshooting experience (AWS, Azure, GCP)
• Linux basic knowledge
• Solid understanding of service support, ITIL and SLA‑driven operations
• Business‑fluent English and strong communication skills