L2 Managed Services Engineer

4 days ago

Davao City, Davao, Philippines ViewQwest Full time ₱900,000 - ₱1,200,000 per year

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

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