SUPPORT ENGINEER

Netpoleon Malaysia; Petaling Jaya; On-site; MYR 36,000 - 60,000; Full time

Job summary

Netpoleon Solutions in Malaysia is seeking a Support Engineer to provide high-quality technical and maintenance support for the security products the company distributes. You will help clients get the best possible support and resolve escalated issues without supervisor intervention.

The role requires strong technical knowledge of TCP/IP, network security, and firewall technologies, with willingness to participate in 24x7 standby schedules on a rotating basis.

Qualifications

• Solid understanding of TCP/IP, OSI, network security, DNS, routing and switching.
• Good written and verbal communication; excellent phone manner.
• Willingness to participate in 24x7 standby rotation and work on-call.

Responsibilities

• Provide high-quality technical and maintenance support for distributed security products.
• Ensure clients receive optimal support and resolve escalated issues without supervisor intervention.
• Document troubleshooting steps and resolutions; participate in customer training when required.

Skills

TCP/IP

Network security

Customer service

Troubleshooting

On-call standby

Tools

CyberArk

Check Point

Cisco

Juniper

VMware

Job description

Netpoleon Solutions is a well-established IT Security and Network Company recently acquired by Macnica Inc – a US 5.5 Billion Dollar Revenue company. With offices in Singapore, Australia, Cambodia, India, Indonesia, Malaysia, Myanmar, New Zealand, Philippines, Thailand, Vietnam and parent company in Japan and US, we are now inviting individuals that have strong skills and knowledge in IT Security to join us. You will be able to embark on an exciting career, as we pursue our strategic expansion. Working hours: 9am to 6pm, Mon‑Fri.

Job Title

Support Engineer

Primary Functions

• Provide high‑quality technical and maintenance support for the products that Netpoleon Solutions distributes.
• Ensure that clients get the best support they need.
• Resolve escalated customer complaints without the need for team lead intervention.
• Document troubleshooting and problem resolution steps.
• Participate and provide training to customers when required.

Requirements

• Quick and keen to learn new technologies.
• Resourceful, creative, independent and able to work well in a team.
• Action and customer oriented.
• Takes initiative and adheres to deadlines.
• Taking ownership of technical issues, and working with our Principal to resolve more advanced issues when necessary.
• Good written and verbal skills; excellent phone manner.
• Firm understanding of TCP/IP, OSI Layer, network security, Internet, DNS, network routing and switching, SMTP email.
• Good troubleshooting skills.
• Support Engineers are required to be on 24x7 standby calls on a rotating basis throughout the year.
• With CyberArk Solution experience preferred.
• Experience with Checkpoint, Barracuda, WatchGuard and other firewalls.
• Comply to Company Information Security Standards.

Additional Requirements

• Networking products: routers, switches, L4/L7 load balancer.
• Operating and Virtual system: Windows server/PC, VMware, VirtualBox, Linux, MacOS.
• Security products: firewall, IDS/IPS, Anti‑Spam, Anti‑Malware, Proxy Server, hard disk and media encryption.
• System knowledge:
  • Authentication methods (RSA Securid, Smart cards, Tokens, Radius, LDAP)
  • In depth Operating systems, Microsoft Windows server, Unix (including Linux and Solaris)
  • Programming/Scripting languages
  • Networks, Firewalls, Proxy servers, Sniffers
  • Domain controllers
• Configure and troubleshoot Network Load Balancer such as Brocade appliance.
• Configure router configurations using Brocade, Cisco and Juniper hardware.
• Routing experience with at least 2 of the following protocols: OSPF/RIP/BGP/MPLS.
• Thorough understanding of TCP/IP call setup, teardown and trouble‑shooting with protocol analyzer.

Certifications and Experience (Advantage)

• Check Point CCSE, Cisco CCNA/CCNP, Brocade BCNE/BNCP/BCLE/BCLP.
• HP Tipping Point, ArcSight, Brocade, CyberArk Solution, WatchGuard.

Other Information

• Working hours: 9am to 6pm, Mon‑Fri.
• Salary will commensurate with qualifications and experiences.