The posting
WE ARE HIRING: Network & Security Engineer – Managed Services
Location: Sri Lanka Employment Type: Full time Industry: Managed IT Services / Network Infrastructure / Cybersecurity
Role Overview
We are seeking an experienced and customer-focused Network & Security Engineer – Managed Services to support, maintain, troubleshoot, and improve customer network, security, wireless, cloud, and infrastructure environments.
The selected candidate will be responsible for managing incidents and service requests, supporting network and security technologies, maintaining service levels, performing diagnostics, coordinating with vendors, mentoring junior engineers, and ensuring high-quality service delivery within a managed services environment.
Key Responsibilities
Network and Security Engineering Support
- Configure, install, maintain, and support customer network and security infrastructure.
- Support routers, switches, firewalls, wireless systems, call managers, servers, desktops, MS Exchange, Citrix, and related infrastructure.
- Perform network maintenance, system upgrades, patching, hotfixes, and security configuration updates.
- Diagnose and resolve Level 2 incidents related to known problems, existing issues, and escalated technical cases.
- Conduct detailed diagnostics with end users to enable first-contact or timely incident resolution.
- Determine, test, and provide temporary fixes when required.
- Proactively monitor customer environments using network monitoring and management tools.
- Record alerts generated through monitoring platforms into the ITSM system.
- Manage scheduled customer tasks such as backups, security patches, performance checks, and capacity-related activities.
- Support proactive problem management, including system performance reviews and recurring issue analysis.
- Coordinate and update customer assets and CMDB records accurately and on time.
Incident, Service Request and SLA Management
- Log all reactive and proactive incidents into the IT Service Management system.
- Correctly categorize, prioritize, and manage incidents and service requests based on customer contracts, impact, priority, and SLA requirements.
- Take ownership of incidents and manage them logically and methodically from first contact through resolution.
- Keep customers proactively informed of incident progress and resolution status.
- Update existing incidents with new information, actions taken, and current status.
- Assign incidents to appropriate internal or external resolver groups when required.
- Raise incidents with suppliers, vendors, carriers, and other external resolver groups.
- Validate resolutions with customers before closing cases.
- Monitor and manage service level agreements throughout the case lifecycle.
- Ensure incidents and service requests are progressed and cleared within SLA.
- Escalate incidents or service risks when service levels or customer expectations may be affected.
Customer Service and Stakeholder Management
- Handle incoming incidents professionally and courteously over the phone and via email.
- Work closely with customers to understand business and technical requirements.
- Maintain strong customer relationships through timely updates, accurate resolution, and professional service.
- Contribute positively to customer meetings and service reviews when required.
- Assist in maintaining high customer satisfaction levels through responsive and reliable support.
- Work with a range of internal stakeholders, vendors, suppliers, carriers, and customer contacts.
- Ensure all customer-facing communication is clear, professional, and solution-focused.
Knowledge Management and Continuous Improvement
- Keep the service desk knowledge base updated with accurate technical information.
- Develop self-help materials, FAQs, and help documentation for common service desk issues.
- Provide coaching, guidance, and support to Level 1 Engineers.
- Gather trend information on recurring incidents and prepare reports to support root-cause analysis.
- Identify repeat issues and escalate them to service management teams.
- Assist in improving service management procedures and processes in line with the ITIL framework.
- Review and improve personal work practices, technical procedures, and support processes.
- Participate in continuous improvement initiatives across managed services capabilities.
- Support innovation, service quality, compliance, and operational efficiency across customer environments.
Administration and Reporting
- Complete accurate weekly timesheet submissions.
- Submit expenses, leave requests, and required administrative documentation on time.
- Ensure timely closure of CRM and support cases.
- Manage TOIL balances and annual leave balances in line with company requirements.
- Coordinate service management reports as directed by management.
- Maintain accurate records of incidents, service requests, customer assets, knowledge articles, and support activities.
- Perform any other duties assigned by management in line with the role.
Candidate Profile
- TAFE, diploma, tertiary education, or related technical qualification will be highly regarded.
- Relevant industry certifications in Network and Security, Routing and Switching, Firewalls, F5, Proxy, Network Security, Application Security, or Cloud Technologies are essential.
- Minimum 5 years of customer-facing experience working closely with customers to understand business and technical requirements.
- Minimum 5 years of hands-on experience managing, supporting, and troubleshooting core network, wireless, and network/application security technologies.
- Proven experience with Cisco or Juniper routing and switching technologies.
- Proven experience with Cisco security products, including ASA and ISE.
- Experience with Palo Alto Firewall products is required.
- Experience with load balancing technologies such as F5 or NetScaler.
- Experience working with wireless and authentication technologies.
- Experience with SD-WAN technologies such as Fortinet, Juniper, or VeloCloud.
- Familiarity with network monitoring and analysis tools such as SolarWinds, NetFlow, Nagios, Wireshark, or similar tools.
- Good understanding of cloud technologies such as AWS, Azure, or GCP.
- Strong knowledge of ITSM practices, incident management, service request management, and SLA management.
- Understanding of ITIL-based service management procedures and continuous improvement practices.
- Ability to troubleshoot technical issues across networks, security systems, infrastructure, and customer environments.
- Strong problem-solving skills with excellent attention to detail.
- Excellent oral and written communication skills.
- Ability to mentor less experienced team members.
- Self-starter with strong time-management and priority-management skills.
- Ability to work effectively with customers, internal teams, vendors, and external resolver groups.
- Agile and adaptable in a dynamic managed services environment.
- Strong team player with willingness to share knowledge and support colleagues.
- High level of integrity, professionalism, transparency, and trust.
- Willingness to work rostered shifts, onsite assignments, and potential out-of-hours on-call arrangements.
- Australian citizenship or permanent residency is required.
- Valid driver's license is required.
- Own motor vehicle is required.
Key Performance Expectations
- Maintain high customer satisfaction through professional support and timely resolution.
- Deliver support activities efficiently and effectively.
- Demonstrate strong technical excellence in network and security support.
- Contribute to innovation and continuous improvement.
- Respond quickly and adapt to changing customer and business requirements.
- Ensure all work delivered to customers meets high-quality standards.
- Maintain compliance with work practices, WHS requirements, statutory regulations, and internal procedures.
- Take ownership of personal learning and professional development.
Ready to take your career to new heights?
We're InTalent Asia, your go-to recruitment partner, and we've got an exciting opportunity for you! Our client is looking for a dynamic individual to fill the role of Network & Security Engineer – Managed Services.
At InTalent Asia, we're not just recruiters; we're here to architect your career success. Join us in the journey of matching your skills with unparalleled opportunities.
Apply now and see how you can be the perfect fit for this exclusive position!
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