L2, Managed Services Engineer (Network) -

ViewQwest Management Sdn Bhd; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Yearly Increment

Subsidized Internet Plans

Job summary

ViewQwest Management Sdn Bhd in Kuala Lumpur is seeking a Level 2 Network Engineer to support enterprise IT infrastructure with a strong ITSM focus. You will troubleshoot, configure, and maintain network platforms, acting as escalation for Service Desk and coordinating with vendors for complex resolutions.

The role emphasizes proactive monitoring, silence reduction of incidents, and documentation in Confluence.

Qualifications

• Hands-on experience with enterprise network platforms and ITSM workflows.
• Experience configuring and maintaining Palo Alto, Cato, and Trend Micro security solutions.
• Strong knowledge of TCP/IP, VLANs, VPNs, BGP, OSPF, and MPLS.

Responsibilities

• Handle escalated tickets in Jira, ensuring SLA compliance.
• Review and implement network changes with risk assessment and approval.
• Maintain network configurations and update documentation in Confluence.
• Respond to network-related service requests within defined SLAs.
• Conduct in-depth troubleshooting for recurring issues (RCA).
• Monitor and resolve issues across firewalls, switches, APs, SD-WAN, and security appliances.
• Mitigate network threats using Cato Cloud security alerts.
• Diagnose connectivity issues across LAN/WAN, wireless, and SD-WAN networks.
• Collaborate with vendors and Level 3 engineers for complex resolutions.
• Ensure proactive monitoring and alerting with appropriate tools.
• Perform firewall policy management (Palo Alto, Cato).
• Configure switching and routing (Cisco, Aruba, Arista, Unifi, Uniquiti).
• Assist in IPS/IDS security tuning (Tipping Point, TM Apex).
• Maintain accurate network documentation in the knowledgebase.
• Create detailed troubleshooting guides for Level 1 support.
• Provide knowledge-sharing sessions for junior engineers.

Skills

Firewall security

Palo Alto

Cato

Trend Micro

Wireless APs

Unifi

Cisco

Aruba

Arista

Uniquiti

IPS/IDS

Tipping Point

TM Apex

TCP/IP

VLANs

VPNs

BGP

OSPF

MPLS

Jira Service Management

Confluence

Ansible

Python

Bash

Tools

Jira Service Management

Confluence

Job description

L2, Managed Services Engineer (Network) -

We are seeking a skilled Level 2 Network Engineer to join our Managed Services Team, supporting enterprise IT infrastructure with a focus on IT Service Management (ITSM) principles. This role requires strong expertise in troubleshooting, configuring, and maintaining a range of network platforms while leveraging Jira Service Management for ticketing, change requests, and incident response.

You will act as a technical escalation point for the Service Desk (Level 1) and work closely with vendors, service delivery teams, other escalation teams to ensure optimal network performance, security, and service availability.

Responsibilities:

ITSM & Service Operations

Incident & Problem Management: Handle escalated tickets in Jira, ensuring SLA compliance.

Change Management: Review and implement network changes with proper risk assessment and approval.

Configuration & Release Management: Maintain network configurations and update documentation in Confluence.

Service Request Fulfilment: Respond to network-related service requests within defined SLAs.

Root Cause Analysis (RCA): Conduct in-depth troubleshooting for recurring issues.

Network Support & Troubleshooting

Monitor and resolve issues across supported platforms, including firewalls, switches, APs, SD-WAN, and security appliances.

Work with Cato Cloud security alerts to mitigate network threats.

Diagnose connectivity issues affecting LAN/WAN, wireless, and SD-WAN networks.

Collaborate with vendors and Level 3 engineers for complex issue resolution.

Ensure proactive monitoring and alerting using appropriate tools.

Network Configuration & Optimization

Perform firewall policy management (Palo Alto, Cato).

Configure switching and routing (Cisco, Aruba, Arista, Unifi, Uniquiti).

Assist in IPS/IDS security tuning (Tipping Point, TM Apex).

Documentation & Process Improvement

Maintain accurate network documentation within the knowledgebase system.

Create detailed troubleshooting guides for Level 1 support.

Provide knowledge-sharing sessions for junior engineers.

Requirements:

Technical Skills

Hands-on experience with:

Firewalls & Security: Palo Alto, Cato, Trend Micro.

Wireless & APs: Unifi, Cisco, Aruba, Huawei.

Switching & Routing: Cisco, Aruba, Arista, Unifi, Uniquiti.

IPS/IDS Security: Tipping Point, TM Apex.

Strong understanding of TCP/IP, VLANs, VPNs, BGP, OSPF, and MPLS.

Experience working with ITSM tools (Jira Service Management) is a plus.

Familiarity with automation tools (Ansible, Python, or Bash) is a plus.

Soft Skills

Strong analytical and problem-solving skills.

Ability to communicate clearly with both technical and non-technical stakeholders.

Experience working in a 24/7 managed service environment.

Certifications (Preferred but Not Required)

CCNP / CCNA (Cisco)

HCIP / HCIA (Huawei)

Aruba Certified (ACSA, ACSP)

ITIL Foundation (IT Service Management)

This role will be based in Kuala Lumpur and require you to work in the office.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a Managed Services Engineer?

ViewQwest is a regional telco & ICT services provider with operations in Singapore (HQ), Malaysia, Philippines & Hong Kong.

We specialize in providing Domestic and Global Connectivity, Managed Network and Managed Security solutions. We are a trusted partner of global Fortune 500 companies and top enterprises in SEA.

For the past 20 years, we serve a wide range of industries and have helped many businesses build & transform their network & security infrastructure, securely move to the cloud, and achieve their digital agenda.

Perks and benefits Medical Dental Vision Yearly Increment & Subsidized Internet Plans