Networking Managed Services Engineer (L2)
Technology, IT Services
Minimum Requirements
- Assist in the implementation of IT security measures.
- Basic knowledge of Ansible and Python.
- Understand firewalls and other network tools.
- Provide system documentation and diagrams.
- Implement change management procedures for system architecture changes.
- Document network areas to develop network diagrams.
- Evaluate current IT resources and assist in developing security policies.
- Ensure systems and networks are secure and operational.
- Basic understanding of SD-WAN technologies, Fortinet, Palo Alto, Cisco, Meraki.
- Identify and investigate risk and vulnerability issues.
- Assist in developing and maintaining standards and procedures.
- Review client network policies and recommend changes.
- with deploying network systems.
- with deploying SDWAN network systems.
- Basic understanding of security principles and design.
- Excellent customer service skills.
- Ability to work independently with minimal supervision.
- Participate in CAB processes for changes.
- Familiarity with Linux environment and shell scripting.
- Security administration on switches and routers.
- Prepare monthly work status reports and update technology-specific documents.
- Assist in designing and implementing network infrastructure.
- Proven Cisco/Palo Alto/Fortinet device management skills.
- Installing, configuring, and troubleshooting networking equipment.
- Knowledge of Layer-2 switching, VLANs, and access lists.
- Basic understanding of routing protocols: OSPF, EIGRP.
- Understanding of OSI Model, TCP/IP protocol suite.
- IP addressing and subnetting, routing concepts.
- Implement SNMP on devices for network management.
- Implement traffic filters using access lists and route maps.
- Perform troubleshooting between sites.
- Basic knowledge of enterprise-level network design and implementation.
- Diploma, degree, or relevant qualification in IT/Computing (or equivalent work experience).
- Ability to build secure networks for enterprise applications; to maintain security configurations, troubleshoot problems related to network configuration and outages.
- with network security and incident response preferred.
- CCNA Enterprise.
- CCNP Enterprise - advantageous.
- FortiNet NSE4
- ITILv4 or relevant ITIL certification (Foundation Level)
- Certified Wireless Network Professional (CWNP) - advantageous
- Certified Wireless Network Expert (CWNE) – advantageous
- Palo Alto Networks Certified Network Security Administrator - advantageous
Responsibilities
- Proactively monitors the work the ticketing queues.
- Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
- Updates tickets with resolution tasks performed.
- Identifies, investigates, analyzes issues and errors prior to or when they occur, and log all such incidents in a timely manner.
- Captures all required and relevant information for immediate resolution.
- Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.
- Communicates with other teams and clients for extending support.
- Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
- Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift.
- Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
- Works with automation teams for effort optimization and automating routine tasks.
- Coaches Service Desk and L1 teams for technical and behavioural skills.
- Identifies problems and errors before they impact a client’s service.
- Leads and manages all initial client escalation for operational issues.
- Ensures all changes are carried out with proper change approvals.
- Plans and executes approved maintenance activities.
- Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles.
- Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
- May also contribute to / support on project work as and when required.
- May work on implementing and delivering Disaster Recovery functions and tests.
- Performs any other related task as required.
- within managed services.
- Familiarity with ticketing tools (Service Now, FreshDesk).
- Working Knowledge of Fortinet SDWAN
- Knowledge of Cisco, Palo Alto and Fortinet support processes.
- Working Knowledge of Cisco switches, access points support and configuration
- Working Knowledge of Network address translation
- Working Knowledge in configuring, monitoring and troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits
- Diploma, degree, or relevant qualification in IT/Computing (or equivalent work experience).
