Network Security Engineer

Bridgenet Solutions Sdn Bhd; Kuala Lumpur; On-site; MYR 200,000 - 250,000; Full time

Job summary

A leading IT Solutions Provider in Kuala Lumpur seeks individuals for a technical role to provide onsite and offsite troubleshooting support while ensuring customer satisfaction. Candidates should have a Bachelor's Degree or Diploma and 1 to 3 years of operational experience. The role requires fluency in English, good interpersonal skills, and the ability to work independently. Familiarity with networking and security products is preferred. A valid transport is a must.

Qualifications

• Minimum of 1 to 3 years of operational experience.
• Available for 24/7 standby on a weekly rotation basis.
• Must possess own transport.

Responsibilities

• Take ownership of relevant technologies.
• Provide onsite and offsite troubleshooting support.
• Ensure SLAs are met and achieve customer satisfaction.
• Produce Root Cause Analysis and Incident resolution reports.
• Conduct preventive/corrective maintenance visits.
• Update incident tickets in the Service Desk MSP Ticketing System.

Skills

Interpersonal skills

Customer-service mindset

Ability to work independently

Fluency in English

Education

Bachelor’s Degree / Diploma

Tools

F5 network products

Cisco ACI

Huawei Network

Peplink

Gigamon

Netwrix

SolarWinds

Cisco Wireless

Firewall

Job description

Bridgenet Solutions Sdn Bhd – Kuala Lumpur, Kuala Lumpur

Established in 2003, Bridgenet specializes as a top‑notch Information Technology Solutions Provider and Managed Service Provider for various businesses. We started off as a dedicated service provider in computer supporting systems and, over the years, we have progressed to also develop programs that empower clients in maintaining their IT Infrastructure.

As a reliable security solutions provider, we have expanded and retained highly experienced certified engineers, sales and project teams, keeping the organization committed to meeting its customer needs.

The company has also built strategic relationships with renowned organizations such as Cisco and many more, thereby providing clients with greater reach and forming the basis for rewarding global partnerships.

Lately in 2021, Bridgenet was acquired by Celcom Axiata Berhad and became part of the CDB Group, emerging as the largest ICT solutions and services provider in Malaysia by accelerating digital transformations and modernizing customers’ ICT infrastructures with a focus on cybersecurity.

Job Description

• Take ownership of relevant technologies according to domain or specialization.
• Provide onsite and offsite support for troubleshooting, diagnosing customer‑reported issues, and replacing hardware failures with loaner units / RMA units.
• Fill and report the hardware or parts required for RMA.
• Maintain communication with customers and ensure resolution with proper follow‑up.
• Escalate unresolved problems or issues to the Product Principal, L2 Support Lead or Tier‑3 engineer for further assistance.
• Ensure SLAs are met and achieve customer satisfaction.
• Produce Root Cause Analysis (RCA), Incident/problem resolution reports.
• Conduct preventive/corrective maintenance visits to customer sites, either physically or remotely.
• Perform software/firmware installation of upgrades and patches as required.
• Follow documented processes, procedures, and policies.
• Utilize change management, request, and ticketing systems; document troubleshooting and problem resolution steps.
• Update incident tickets in a timely manner in the Service Desk MSP Ticketing System to meet contractual SLAs.
• Create and maintain documentation related to the work.
• Document troubleshooting and problem resolution steps / knowledge base.
• Handle small projects and deployments.
• Standby next day (onsite/remote) after implementation activity.
• Write, compile, and maintain project documentation.
• Provide knowledge transfer sessions / administrator training for projects.
• Perform any other job‑related duties incidental to the work.

Job Requirement

• Bachelor’s Degree / Diploma and with a minimum of 1 to 3 years of operational experience.
• Possess good interpersonal skills with a customer‑service mindset.
• Ability to work independently with minimal supervision.
• Available to be on 24/7 standby (weekly rotation basis) and to work after office hours, weekends, and on public holidays if the situation demands.
• Fluent in English and possess good written and verbal communication skills.
• Must possess own transport.
• Preferably experienced with any of the networking or security products, including but not limited to F5 network products, Cisco ACI, Huawei Network, Peplink, Gigamon, Netwrix, SolarWinds, Cisco Wireless and Firewall.