L2 Managed Services Engineer

3 weeks ago

Davao City, Philippines ViewQwest Full time

Responsibilities ITSM & Service Operations Manage escalated incidents and problems through Jira, ensuring all cases are handled within defined SLAs. Oversee change management activities, including risk assessment, approval, and implementation of network changes. Maintain configuration and release management documentation in Confluence, ensuring version control and traceability. Fulfil network‑related service requests in accordance with SLA timelines. Conduct detailed root cause analysis (RCA) for recurring issues to prevent future occurrences. Network Support & Troubleshooting Monitor and resolve issues across multiple platforms, including firewalls, switches, access points, SD‑WAN, and security appliances. Respond to Cato Cloud security alerts and implement mitigation actions to address network threats. Diagnose and resolve connectivity issues affecting LAN, WAN, wireless, and SD‑WAN environments. Collaborate with vendors and Level 3 engineers for complex issue escalation and resolution. Ensure proactive network monitoring, alerting, and issue prevention using appropriate tools. Network Configuration & Optimization Manage firewall policies and configurations (Palo Alto, Cato). Administer enterprise wireless solutions (Cisco, Unifi, Aruba, Huawei). Configure and optimize network switching and routing (Cisco, Aruba, Arista, Unifi, Ubiquiti). Support SD‑WAN deployments and operations (Huawei, Palo Alto, Cato). Assist with IPS/IDS configuration and tuning (Tipping Point, Trend Micro Apex). Documentation & Process Improvement Maintain comprehensive network documentation and knowledgebase content. Develop detailed troubleshooting guides and SOPs for Level 1 support teams. Conduct knowledge‑sharing and technical training sessions for junior engineers. Requirements Technical Skills Hands‑on experience with: Firewalls & Security: Palo Alto, Cato, Trend Micro Wireless & Access Points: Unifi, Cisco, Aruba, Huawei Switching & Routing: Cisco, Aruba, Arista, Unifi, Ubiquiti SD‑WAN: Huawei, Palo Alto, Cato IPS/IDS Security: Tipping Point, Trend Micro Apex Strong understanding of networking protocols and technologies, including TCP/IP, VLANs, VPNs, BGP, OSPF, and MPLS. Experience with ITSM tools such as Jira Service Management. Familiarity with network automation tools (e.g., Ansible, Python, Bash) is an advantage. Soft Skills Strong analytical and problem‑solving abilities with a proactive mindset. Effective communication skills for engaging both technical and non‑technical stakeholders. Ability to perform under pressure in a 24/7 managed service environment. Certifications (Preferred but Not Required) Cisco: CCNP / CCNA Palo Alto: PCNSE Huawei: HCIP / HCIA Aruba: ACSA / ACSP IT Service Management: ITIL Foundation #J-18808-Ljbffr

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