Network Security Engineer (L2)

Established in 2003, Bridgenet specializes as a top-notch Information Technology Solutions Provider and Managed Service Provider for various businesses. We started off as a dedicated service provider in computer supporting systems and over the years, we have progressed to also develop programs that empower clients in maintaining their IT Infrastructure.

As a reliable security solutions provider, we have expand & retain talent which highly experienced certified engineers, sales and project team, the organization keeps itself committed to meeting its customer needs.

The company has also built strategic relationship with renowned organizations such as Cisco and many more, thus providing clients with greater reach and forming the basis for rewarding global partnerships.

Lately in 2021, Bridgenet have been acquired by Celcom Axiata Berhad and become part of the CDB Group to become the largest ICT solutions and services provider in Malaysia by speeding up digital transformations and modernizing our customers’ ICT infrastructures by prioritizing cybersecurity.

Job Description

• To provides 24/7 technical support to customers by remotely or onsite support.
• Manages the implementation of projects closed by the field sales team.
• Coordinates closely with internal sales, project managers and service resources by communicating project status and success metrics.
• Monitors customer support for technical solutions implemented and alerts the field sales to potential customer satisfaction threats or competitor activity.
• Creates documentations and technical knowledge transfer to customers.
• Provides expert advise on technical proof-of-concepts evaluation.
• Work collaboratively with the field sales, project management, engineering and support teams.
• Attend in-person meetings with clients to analyse, troubleshoot and diagnose hardware problems.
• Respond to customer inquiries and assist in troubleshooting and resolving challenges
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
• Provide prompt and accurate feedback to customers

Incident Management:

• Handle incidents that require a more technical understanding than what Level 1 support can provide.
• Resolve issues that may not need escalation to Level 2 but require deeper knowledge, such as system performance degradation or configuration issues.
• The ability to perform highly technical L1 troubleshooting to determine root cause of software or hardware failure
• issues and ability to work under pressure, especially during system downtimes or urgent issues.

Monitoring and Alerts:

• Proactively monitor systems, servers, and networks to identify potential problems before they escalate.
• Investigate and resolve alerts generated by monitoring tools (e.g., infrastructure alerts, performance metrics).
• Escalate critical issues to Level 2 if necessary.

Job Requirement

• Bachelor Degree / Diploma in Information Technology, Computer Science, or any related field.
• At least 1 - 2 years of relevant working experience however candidates with no prior working experience are welcome to apply.
• The ability to perform highly technical L1 troubleshooting to determine root cause of software or hardware failure issues and ability to work under pressure, especially during system downtimes or urgent issues.
• Basic to intermediate understanding of IT infrastructure (networks, servers, operating systems, applications).
• Good Interpersonal skills and strong communication skills to interact with both technical and non-technical users.
• Good analytical and problem-solving skills.
• Basic Network Troubleshooting (Good to have).
• Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.
• Well verse knowledge of IP protocol (TCP/IP) networking routing and switching protocols, VPN, Firewall, IPS, Load Balancer, WAF.
• Knowledge or experienced in Firewall solutions such as Fortinet, CheckPoint, PaloAlto, or Cisco (ASA).
• Experienced in IPS solutions such as TippingPoint, TrendMicro, or Cisco (FirePower).
• Experienced in Email & Web (Proxy) solutions such as Fortinet, Symantec, Bluecoat, or Cisco (IronPort).