About This Job
Trách nhiệm chính
- Take full ownership of complex and escalated incidents from L1/L2 through to resolution
- Diagnose and resolve issues across network, cloud, identity, and security layers
- Apply configuration fixes and changes on network and security devices (switches, routers, firewalls, wireless)
- Lead root cause analysis (RCA) for major and recurring incidents, and document findings and preventive actions
- Manage vendor escalations (e.g. Cisco Meraki, Sophos, Fortinet, Telstra, Microsoft), tracking cases through to closure
- Communicate directly with clients during critical incidents, providing clear technical updates and resolution plans
- Transfer knowledge to L1/L2 through runbooks, knowledge base articles, and coaching
Yêu cầu
- Senior-level experience in network, cloud, and security within a tiered or managed IT support environment
- Hands‑on experience with ITSM tools (ticketing, SLA tracking, incident management)
- Strong knowledge of network fundamentals (routing, switching, VLANs, VPN, firewall policies, Wi‑Fi)
- Hands‑on experience with Cisco Meraki, Sophos, and Fortinet platforms and their switch/router/firewall product lines, plus working knowledge of Telstra network services
- Strong expertise in Microsoft Azure (networking, identity, security), including Microsoft 365 and EntraID
- Proficiency in log analysis and structured problem‑solving
- Strong English communication skills, comfortable working directly with Australian clients
Yêu cầu ưu tiên
- Experience with AWS and/or Telstra cloud services is preferred
- Relevant certifications (e.g. CCNA/CCNP, Fortinet NSE, Sophos Certified Engineer, Microsoft Azure Administrator/Security Engineer) is a plus
Phúc lợi
- Attractive salary package
- Salary review twice a year
- Flexible working hours (between 7:30am – 7:30pm on staff’s preference)
- Premium health care
- Working in one of the largest digital transformation agencies in Asia – Professional English environment
- Firm’s Certified Qualifications Sponsorship for career development
- Annual company trip inside or outside Vietnam
- Other fun activities: happy hour, quarterly team building, football club, yoga club, swimming club, charity activities, etc.
- Free entertainment parties: Birthday party, Anniversary party, Sum-up Party, Year-End Party, etc
Thông tin khác
- Location: Hà Nội