Why choose Logicalis?
As Architects of Change, Logicalis' focus is to design, support and execute clients' digital transformation by uniting their vision with their technology expertise and industry insights. The company, through its deep understanding of key IT industry drivers such as security, cloud, data management and IoT, can address customer priorities such as revenue growth and business, operational efficiency, innovation, risk and compliance, data governance and sustainability.
We strengthen our purpose: to design, support, and execute our customers' digital transformation by converging their vision with our technological expertise and knowledge of the industry. The brand refresh underpins both the evolution of Logicalis’ positioning as well as our strategic vision for growth.
Responsibilities:
- Understand the process and practices related to Support Templates and Standard Operating Procedures.
- Take lead and drive critical incidents with team and vendors to reduce resolution time or provide workaround.
- Extensive professional experience focused on Cisco products, with a strong proficiency in at least two additional products such as Aruba, Fortinet, or Palo Alto, providing an extra advantage.
- Perform IOS upgrades and patches to fix software and ensure that the environment is bug/vulnerable free by keeping system with up-to-date software.
- Effectively handle complex network and security production issues adeptly, offering swift workarounds or resolutions by identifying and isolating faulty paths to minimize customer impact. Collaborate with principal vendors, partners, and customers to deliver a permanent resolution within the specified timelines.
- Have expertise in conducting vulnerability assessments, recognizing affected products according to principal advisories, and implementing prompt solutions or workarounds to address the vulnerabilities.
- Working in 24/7 operations center and standby role for after office hours support on monthly rotational basis. Able to assist primary standby engineers
- Able to follow and meet customer SLA for all the incidents and requests / responsible for the service delivery.
- Undertake escalation for Enterprise Networking related matters from level 1/2 helpdesk engineers, perform level 2/3 troubleshooting as well as hardware field replacement works for customers.
- Responsible for maintain/updating technical documentations for configuration changes made via helpdesks and/or managed services customers.
- Responsible for working and closing of support tickets when applicable and providing timely updates to helpdesk personnel and customer for support cases that has been allocated to you.
- Have good understanding on Service now ticketing tools & reporting and able to create knowledge base articles for complex Network related issues.
- Able to create SOP (standard operating procedure) documents for Network Patching/troubleshooting activities.
- Must possess good written/documentation and verbal communication skills and the ability to modify and update customer network diagrams and documents as needed.
- Comprehensive knowledge of the ITIL processes within the support center and create detailed change plans for network activities.
- Experience working in a team within a complex and fast-paced environment.
- Excellent problem-solving skills with the ability to focus on the salient facts to resolve an issue.
- Mentor L1/2 team members on technical issues.
Requirements:
- Preferred professional certification such as CCNP or ACCP, or equivalent certifications, with a minimum of 7+ years of work experience in network, wireless, and security technologies.
- An additional advantage would be possessing any one more professional certification such as Checkpoint/Fortinet/Palo Alto/F5.
- Familiarity with ITIL principles, specifically in Incident, Change, Problem, and Service Management.
- Proficient in drafting incident reports and root cause analysis (RCA) reports for network outages.
- Have experience collaborating with vendors and customers during outage situations and providing guidance to both junior team members and customers on the effective recovery of services.
- Hands on experience in Operations/BAU for fixing user/infra issues in production environment is essential and Sharp L2 and L3 troubleshooting skills desirable.
- Applicants should possess Network Operations experience, supporting diverse sectors, including mid-range to large company network designs, with a minimum of 5 years of experience in large-scale network support.
- Essential expertise in multi-product and technology knowledge, including Cisco, Fortinet, HPE, Palo Alto, F5, and Checkpoint.
- Comprehensive understanding of network operating systems, including but not limited to Cisco IOS, AirOS & NXOS, Aruba ClearPass, FortiOS, etc.
- Proficiency in analyzing network packet data to identify the underlying cause of network-related issues, using tools such as Wireshark, etc.
- Capable of executing software patching for Cisco Routers/Switches/NXOS/Wireless/ISE, Fortinet Firewall, Manager & Analyzer, Aruba ClearPass in a production environment, aiming for minimal or no downtime whenever feasible.
- Hands on experience on Enterprise Networking operations, including VSS, VPC, Cisco ACI, Stacking, Multicast, MPLS, SDWAN, DNAC, DMVPN, IOS-WLC and Airos-WLC , OFDMA, WIFI-6E, MERAKI etc.
- In-depth understanding of communication protocols (mainly TCP/IP), routing protocols (e.g. BGP, OSPF), VPN Tunnel (GRE & IPSec), HSRP / VRRP, QoS, IP Flow Top Talkers, NAT, PAT, Port Channel, VXLAN, Policy Routing.
- Ability in performing RMAs for faulty devices in production.
- Working experience on multiple customer environments with multi-vendor products.
- Highly skilled in packet analysis, network analysis tools, troubleshooting, and analytical fault diagnosis.
- Minimum knowledge in scripting/programming with Python, Perl, etc.
