Resident Network Engineer

Resident Network Engineer in Singapore at 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.

Job summary:

The Network Engineer is an operational role that aims to become the customers’ trusted advisor. The role will primarily focus on daily security operations and incident management adhering to the respective SLAs. This includes responding and providing initial triage of issues raised by users, driving towards resolution. The position will be a critical member at the assigned customer’s site to render user technical support, perform regular security reviews and ensure timely escalations to principals to diagnose and troubleshoot fault incidents.

This role will work directly with users to gather their requirements, the fault symptoms, provide and/or execute the resolution or workaround based on security best practices.

The job scope also includes activities like system health checks, handling change requests, documentation, updating the knowledge database, and preparing incident root cause reports.

Responsibilities:

Operations & Maintenance

• Daily operational health checks for the IT infrastructure.
• Monitor alarms & report to customer via email/mobile (if any major severity seen).
• Firmware update & patch management and ensure that the environment is bug/vulnerable free by keeping the system with up-to-date software.
• Creation of change request plan and submit to customer operation manager or supervisor for review and approval.
• Maintain, track and update physical and logical diagram changes.
• Manage & track all cabling/ patching records.
• Work and liaise with appointed partners/vendor for necessary site survey and discussions.
• Preparing weekly ticket tracking list for outstanding & resolved tickets.
• Prepare and provide monthly equipment status (system events, severity alerts, violations, overall status, etc.) report to customer.
• Work with appointed vendors and internal stakeholders to ensure internal audit compliance.
• Ensure that all correspondence with customers is performed in a prompt and courteous manner.
• Work closely with various teams of engineers (internal & external) for troubleshooting.
• Ownership of critical incidents for customers to deliver resolution within SLA.
• Troubleshoot production issues and network/security problems to fix any infra-related issues and work with principal vendors and customer to provide the resolution within the proposed timelines.
• Perform L3 escalation to appointed partner and/or principal vendor.
• Performing RMA for hardware failures and replacement in production environment.
• Perform health checks for the critical environments and ensure the systems are running up to standard and have no potential failures.
• Setup staging and simulation for customer activities for critical jobs before actual tasks in production environment.
• Able to follow and meet customer SLA for all the incidents and requests.
• Take ownership of incidents and service delivery in customer’s environment.
• Undertake escalation for networking-related matters from desktop engineers, perform troubleshooting and hardware field replacement works for customers.
• Responsible for updating technical documentation for configuration changes.
• Responsible for opening and closing of support tickets in ServiceNow Platform providing timely updates to customer and service delivery manager for support cases that have been allocated to you.

Administrative

• Raising Change Request (CH), Service Request (SR).
• Update CH to customer ITSM platform after each change.
• Update master equipment inventory list once new equipment is deployed or RMAed.

Qualifications:

• Graduates in relevant fields of studies (IT, Infocomm, Com Science, Etc.).
• Ability to communicate fluently and write in the English language.
• Candidates with CCNA certification are preferred.
• People with 2-3 years of IT related working experience are preferred.
• Candidate should have Cisco Switching, Routing, Wireless and Firewalls experience, and having NAC experience is a plus.
• Candidate should be able to handle user issues independently and provide resolution.
• Candidate must have troubleshooting experience on Cisco switching and wireless.
• Looking for candidates with a strong interest/passion to learn and grow in the technology space.
• Candidate should be customer-oriented and able to communicate in a clear and concise manner.
• Candidates should be willing to perform after office hours activities and standby duties.
• Existing knowledge/certification for network operations including network, wireless, security technologies will be an added advantage.

Interested applicants please submit your application with your expected salary and notice period to be considered for the role.

We regret that only shortlisted candidates will be notified.