The role of Level 2 security support personnel is to provide day-to-day operations support and management of network and wireless security related services and issues.

 

Besides operations, the role may require to be involved in project implementation for security related services. The person is also expected to assist the Quality Manager in any general audit, certification audit and other related quality initiative.  

 

The primary focus is to ensure timely resolution of incidents brought to Level 2 and apply approved changes where applicable. As the senior specialist of Network/Wireless/ Security within the Command Center, you will also be accountable for driving resolution of major incidents during crisis mode.

SCOPE

Provide Customers with professional, timely, efficient and effective technical expertise on LAN/WAN/Wireless/Security & Convergence services support.

Support or Provision Customer LAN/WAN/Wireless/Security network changes on time and help to improve the process to “do it right the first time

Provide LAN/WAN/Wireless/Security service support by owning customers LAN/WAN/Wireless/Security incidents within a complex topology (manage LAN, WAN, Wireless, Security, IP Network routing or quality issues…) and developing a methodical approach to solve the incident or problem. Escalate problems to suppliers or internal Expert Practices when appropriate.

Analyze problems and resolving recurring difficulties through root cause analysis.

Implement LAN/WAN/Wireless/Security change requests for customers on managed LAN/WAN/Wireless/Security solution (Cisco Router, Cisco Switch, Cisco Wireless, Cisco Firewall, ipDSLAM, etc.).

Maintain a comprehensive and update-to-date customer LAN/WAN/Wireless/Security topology database

Actively contribute to improve and map LAN/WAN/Wireless/Security processes within ITIL framework

Contribute to the achievement of customer satisfaction by proving best in class support

Understand complex LAN/WAN/Wireless/Security integration with WAN, LAN, Wireless, Firewall customer network.

 

Requirements

Essential

Diploma with min 5 years or Degree with min 4 years exp

Security management, operations and troubleshooting experience

Firewall management experience and certification for any of the product. E.g. Cisco, Juniper, Checkpoint.

 

Advantageous

Wireless security experience, E.g WEP, WPA, etc.

Firewall design and implementation experience

Network foundation & certifications. E.g. CCNA, CCNP, etc.

Project implementation and management experience

 

Useful

ITIL Foundation/Practitioner /Intermediate