Resident Engineer (F5 WAF / Fortinet Firewall)

Bridgenet Solutions Sdn Bhd; Kuala Lumpur; On-site; MYR 70,000 - 110,000; Full time

Job summary

Bridgenet Solutions Sdn Bhd is seeking an IT support engineer to be based on customer premises. You will serve as the single point of contact for communication, issue identification, troubleshooting, and escalation, with a focus on maintaining SLAs and delivering effective resolutions to clients.

The role requires 2–3 years of relevant experience, a Diploma/degree in IT, fluent English, and own transport. Experience with F5 WAF, Fortinet, Cisco Firepower, or SonicWall is preferred.

Qualifications

• Diploma or degree in Computer Science/Information Technology or equivalent.
• 2–3 years of operational experience in IT/network security.
• Fluent in English with good written and verbal communication skills.
• Own transport and willingness to travel to client sites when required.

Responsibilities

• Be a single point of contact for customer communication, issue identification, resolution, and escalation.
• Triage, troubleshoot, diagnose, and resolve customer reported issues.
• Maintain proactive communication with customers and ensure timely resolution and follow-up.
• Ensure SLAs are met and strive for high customer satisfaction.
• Perform preventive/corrective maintenance visits at customer sites physically or remotely.
• Coordinate software installations, upgrades, and patches as required.
• Escalate unresolved issues to Product Principal or HQ Engineer for further assistance.
• Follow documented processes, change management, and ticketing systems; document resolutions.

Skills

Customer service

Interpersonal skills

Independent worker

English fluency

Education

Diploma / Degree in IT

Tools

F5 WAF

Fortinet

Cisco Firepower

SonicWall

Job description

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 expand & retain talent which highly experienced certified engineers, sales and project team, the organization keeps itself committed to meeting its customer needs.

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

Lately in 2021, Bridgenet have been acquired by Celcom Axiata Berhad and become part of the CDB Group to become the largest ICT solutions and services provider in Malaysia by speeding up digital transformations and modernizing our customers’ ICT infrastructures by prioritizing cybersecurity.

Job Description

To be based on customer premise.

Be a single point of contact for communication and issue identification, resolution, and escalation.

To take ownership of customer reported issue by troubleshoot, diagnose, resolution research, and resolution of the issues.

Maintain communication with customers and ensure resolution and proper follow-up.

To ensure SLAs are met and achieve customer satisfaction.

Conduct Preventive / Corrective Maintenance visits to customer sites physically or remotely.

Coordinate and perform software installation of upgrades and patches as required.

Escalate unresolved problems or issues to the Product Principal, HQ Engineer for further assistance.

Follows documented processes, procedures, and policies.

Utilize change management, request, and ticketing systems, document status updates and problem resolutions.

Creating and maintaining documentation related to the work.

Standby after office hours when required.

Perform any other job-related duties incidental to the work.

Job Requirements

Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.

Comes with 2 to 3 years of operational experience.

Possess good interpersonal skills with a customer service mindset.

Ability to work independently with minimum supervision.

Fluent in English and possess good written and verbal communication skills.

Must possess own transport.

Technologies & Skills (Experience in any of the following is preferred)

Familiarity with F5 WAF solutions, including basic configuration, policy management, monitoring and troubleshooting.

Knowledge or experienced in Firewall solutions such as Fortinet, Cisco Firepower, and SonicWall.

Well verse knowledge in IP protocol (TCP/IP) networking routing and switching protocols, VPN, IPS, Load Balancer would be an added advantage.

Remarks: Candidates are not required to have experience in all the technologies listed above. Applicants with experience in at least one or two relevant technologies are encouraged to apply.