L2, Managed Services Engineer (Network) -

Role Summary:

We are seeking a skilled Level 2 Network Engineer to join our Managed Services Team, supporting enterprise IT infrastructure with a focus on IT Service Management (ITSM) principles. This role requires strong expertise in troubleshooting, configuring, and maintaining a range of network platforms while leveraging Jira Service Management for ticketing, change requests, and incident response.

You will act as a technical escalation point for the Service Desk (Level 1) and work closely with vendors, service delivery teams, other escalation teams to ensure optimal network performance, security, and service availability.

Responsibilities:

ITSM & Service Operations

• Incident & Problem Management: Handle escalated tickets in Jira, ensuring SLA compliance.
• Change Management: Review and implement network changes with proper risk assessment and approval.
• Configuration & Release Management: Maintain network configurations and update documentation in Confluence.
• Service Request Fulfilment: Respond to network-related service requests within defined SLAs.
• Root Cause Analysis (RCA): Conduct in-depth troubleshooting for recurring issues.

Network Support & Troubleshooting

• Monitor and resolve issues across supported platforms, including firewalls, switches, APs, SD-WAN, and security appliances.
• Work with Cato Cloud security alerts to mitigate network threats.
• Diagnose connectivity issues affecting LAN/WAN, wireless, and SD-WAN networks.
• Collaborate with vendors and Level 3 engineers for complex issue resolution.
• Ensure proactive monitoring and alerting using appropriate tools.

Network Configuration & Optimization

• Perform firewall policy management (Palo Alto, Cato).
• Manage enterprise wireless networks (Cisco, Unifi, Aruba, Huawei).
• Configure switching and routing (Cisco, Aruba, Arista, Unifi, Uniquiti).
• Support SD-WAN deployments (Huawei, Palo Alto, Cato).
• Assist in IPS/IDS security tuning (Tipping Point, TM Apex).

Documentation & Process Improvement

• Maintain accurate network documentation within the knowledgebase system.
• Create detailed troubleshooting guides for Level 1 support.
• Provide knowledge-sharing sessions for junior engineers.

Requirements:

Technical Skills

• Hands-on experience with:
• Firewalls & Security: Palo Alto, Cato, Trend Micro.
• Wireless & APs: Unifi, Cisco, Aruba, Huawei.
• Switching & Routing: Cisco, Aruba, Arista, Unifi, Uniquiti.
• SD-WAN: Huawei, Palo Alto, Cato.
• IPS/IDS Security: Tipping Point, TM Apex.
• Strong understanding of TCP/IP, VLANs, VPNs, BGP, OSPF, and MPLS.
• Experience working with ITSM tools (Jira Service Management) is a plus.
• Familiarity with automation tools (Ansible, Python, or Bash) is a plus.

Soft Skills

• Strong analytical and problem-solving skills.
• Ability to communicate clearly with both technical and non-technical stakeholders.
• Experience working in a 24/7 managed service environment.

Certifications (Preferred but Not Required)

• CCNP / CCNA (Cisco)
• PCNSE (Palo Alto)
• HCIP / HCIA (Huawei)
• Aruba Certified (ACSA, ACSP)
• ITIL Foundation (IT Service Management)

This role will be based in Kuala Lumpur and require you to work in the office.