Project Based- MSP Engineer III for Network (12 months contract)

The engineer also contributes to continuous improvement, security compliance, and operational excellence. All 4 should be ready to provide L2/L3 support for network and L1 support for HCI but will be trained to basic monitoring, administration, and troubleshooting of Hyperconverged Infrastructure [HCI].

Key Responsibilities:

1. Incident Management & Support

• Handle escalated incidents from Level 1 (Service Desk) and client.
• Perform advanced troubleshooting and root cause analysis.
• Resolve network-related issues within agreed SLA.
• Support major incident management and provide timely updates.
• Provide emergency support for critical incidents (remote and onsite).

1. Network Monitoring & Operations

• Monitor network performance, availability, and capacity.
• Assist in performing routine health checks for network devices.
• Analyze alerts, logs, and trends to identify potential issues.
• Ensure stability of LAN, WAN, Wi-Fi, and VPN environments.

1. Configuration & Implementation

• Assist in the configuration, deployment, and maintenance of network devices.
• Implement changes in compliance with change management processes.
• Support network upgrades, expansions, and new site deployments.
• Maintain configurations such as VLANs, routing, and access controls.

1. Network Security

• Support network security controls and policies.
• Monitor and respond to security-related network incidents.
• Assist in vulnerability remediation and system hardening.
• Ensure compliance with security standards and best practices.

1. Onsite Support

• Respond to onsite support requests and perform L1 troubleshooting.
• Coordinate with IT teams for issues requiring onsite/remote intervention.
• Document all onsite activities and resolutions.
• Provide emergency onsite support for critical issues.

1. Vendor & Stakeholder Coordination

• Coordinate with vendors for issue resolution and maintenance.
• Assist vendor preventive maintenance activities.
• Track and follow up on vendor tickets.
• Communicate status updates to stakeholders and internal teams.

1. Documentation & Reporting

• Document network configurations, diagrams, and changes.
• Maintain accurate incident and resolution records.
• Prepare operational and performance reports.
• Ensure proper ticket documentation and closure.

1. Shift Handover & Continuity

• Maintain detailed shift handover logs, including: ▪ Active incidents and status ▪ Pending vendor tickets ▪ Scheduled maintenance activities ▪ Observed anomalies or unusual behavior ▪ Critical alerts requiring follow-up ▪ Ensure seamless transition between shifts.

1. Continuous Improvement & Problem Management

• Conduct root cause analysis for recurring incidents.
• Identify opportunities for process and system improvement.
• Contribute to knowledge base and documentation.

1. Team Support

• Collaborate with other IT teams for complex problem resolution.
• Provide guidance and mentoring to teammates/engineers.

1. Project & Engineering Support

• Assist in network design and capacity planning.
• Support infrastructure projects (e.g., migrations, upgrades, health checks).
• Evaluate and recommend new technologies.

1. Other Requirements

• Provide Level 1 support for Data Warehousing Platform (training provided), including: ▪ Initial incident handling ▪ Basic monitoring ▪ Routine administrative tasks ▪ First-line troubleshooting
• Amenable to shifting schedules and on-call duties if required.
• Amenable in working shifting and 24/7 schedules.
• Demonstrates flexibility and willingness to be assigned across different client environments as needed.
• Willing to support both remote and onsite operations.
• Agrees to be reassigned to other MSP clients upon completion or termination of the current engagement, as required by the business. The employee also agrees to accept and perform new roles, responsibilities, or obligations associated with such reassignment, and to adapt to different client environments while maintaining service standards and professionalism

Qualifications:

• Bachelors degree of any IT or computer related course.
• L2/L3: 3-5+ years of advanced network engineering experience with design and troubleshooting expertise.
• Have a good command of listening, speaking, reading and writing in English.
• Have a good sense of service and are willing to engage in technical service work.
• Self-motivation, fast learning, and strong problem-solving capabilities.
• Have good document presentation skills and be good at summarizing and outputting research conclusions.
• Have a strong sense of teamwork and ability to achieve good mutual cooperation with the team.
• Have excellent communication and problem analysis capabilities.
• Be able to respond to and communicate with customers in a timely manner.
• Strong knowledge of network fundamentals (TCP/IP, LAN/WAN, VLANs, subnetting)
• Strong knowledge in different network device
• Ability to perform advance network troubleshooting (connectivity, latency, packet loss)
• Experience using network monitoring tools and performing daily health checks
• Advance understanding of network security.
• Familiarity with ITIL-based incident management and ticketing systems
• Ability to document network changes, incidents, and shift handovers
• Experience coordinating with vendors, ISPs, and internal IT teams under SLA environments