Work Setup
Hybrid - 1x onsite(Ayala/BGC) 4x work from home
Work Shift - follows AU Time
Job Requirements
- Strong knowledge of Routing and Switching, including familiarity with dynamic routing protocols such as OSPF and BGP.
- Experience working with two or more NextGeneration Firewalls (e.g., Cisco FTD, Palo Alto, Fortinet, Check Point, etc.).
- Solid troubleshooting skills for routers, switches, and firewalls.
- Good understanding of process frameworks, at minimum Incident Management and Change Management.
- Ability to adapt to changing situations and deliver the best possible service.
- Good communication skills, especially for direct customer interaction.
- Willingness and interest to selflearn new technologies as required in the role.
Responsibilities
- Resolve customer incidents, problems and change requests to required service level targets
- Apply technical knowledge to effectively analyse and resolve problems
- Manage time in a manner to ensure all tasks are completed within specified time frames
- Liaise with customers to perform incident analysis and problem resolution management, to required service targets, defining and recommending solutions where no precedent solution is available.
- Demonstrate strong communication skills ensuring that verbal and written responses when dealing with customers and other team members are relevant, clear, complete and logical
- Accurately and consistently perform general administration and management of job logging functions.
- Assess and evaluate risk and understand the implications of new technologies.
- Perform scheduled maintenance and upgrades
- Liaise with peers and customers to determine appropriate technology solutions
- Produce, manage and adhere to documentation e.g. naming standards, site schematics, change control documents
- Manage time in a manner to ensure all tasks are completed within specified time frames
- Operate within ITIL service management processes including incident, problem and change management
- Take on any additional duties as requested by your manager in line with Business Unit objectives
