Senior Network Support Engineer

4 days ago

Cyberjaya, Selangor, Malaysia Coevolve Full time

Coevolve is a leading global provider of managed telco-independent Software Defined WAN (SD-WAN), Secure Access Service Edge (SASE), and cloud and multi-cloud networking solutions to enterprises. Providing services in more than 80 countries, enterprises entrust Coevolve to provide secure and reliable connectivity to wherever they operate, deliver digital transformations quicker, and improve key business applications at dramatically reduced costs.

Today, we are pushing the boundaries of traditional network management through AI and machine learning to deliver more value, actionable insights, and capabilities to enterprise network management with Coevolve Smart Services. With our Smart Services portfolio, we can proudly say that Coevolve represents the next generation of co-managed digital infrastructure specialists, ensuring we continue to be market-leading and at the forefront of Networking solutions across the globe.

Our people at Coevolve are smart, tenacious, passionate, and dedicated experts in the field. We achieve great things together for our clients. We solve core problems in the traditional carrier and systems integrator business models. Our company culture fosters lifelong learning, collaboration and inclusion. Our team is truly global with people in 5+ locations around the world. We love innovative ideas and the ability to get things done. We believe teamwork makes for the most rewarding work and creating an environment that values all roles and good ideas.

The Role

The Senior Network Support Engineer will work in the 24/7 operations support team based in Malaysia - known as the Coevolve Response Centre (CRC) - and join our mission to provide world-leading managed SD-WAN and SASE services. We need a strong network professional looking for a change of pace and opportunity in an up-and-coming global player specialising in Managed SD-WAN.

This role is also at the forefront of Customer Service, ensuring excellent standards for Incident Management, Change Management, and Problem Management. Trained to ITIL standards, the incumbent is expected to be proactive in the delivery of support to the client and help provide a superior service vs traditional telcos and IT integrators. This role works across the deployment and management phases of our SD-WAN service offering (which in full span: Assess > Deploy > Manage > Optimize), with most of the focus being in the Manage phase which is the "business as usual" or Run stage of the lifecycle.

In addition, the Senior Network Support Engineer will collaborate with the Coevolve Sales Team (Network Engineers and Technical Consultants) to proactively develop and implement technical solutions and best practices supporting and enabling strong business relationships with their key technical contacts across our sales geographies.

The role reports to the Network Operations Centre Manager and the work pattern will be 24/7 support in shift-work.

Responsibilities

  • Perform advanced ticket analysis to address complex technical issues efficiently.
  • Resolve a wide range of network incidents, including routing issues and third-party integrations like Zscaler.
  • Address active tickets within designated staffing levels or as directed by the Head of Technical Operations.
  • Identify and escalate new bugs for further analysis by Escalation Engineers.
  • Prepare change management requests for approval by the CAB (minor change).
  • Execute medium and high-impact changes following standard procedures, with guidance as needed.
  • Take ownership of medium and high-priority user-submitted incidents (P2) through resolution.
  • Prepare monthly client reports as assigned.
  • Lead the resolution of complex technical issues within client network environments.
  • Mentor and provide guidance to Network Support Engineers, fostering their professional development.
  • Conduct in-depth root cause analysis and problem-solving to address complex network issues effectively.
  • Collaborate with cross-functional teams to develop and implement technical solutions and best practices.
  • Stay abreast of emerging technologies and industry trends to enhance support services, continuously.

Skills and Experience

  • 3+ years of industry experience in a related field (telecommunications, cloud service provider, etc.)
  • Strong written and oral communication skills and able to interact at technical and conceptual level effectively internally, as well as externally with suppliers and clients.
  • Ability to work under pressure and within tight deadlines to produce excellent quality work.
  • Advanced knowledge of networking protocols, technologies, and hardware.
  • Experience mentoring junior team members and providing technical leadership.
  • Advanced knowledge of networking protocols, technologies, and hardware.

Qualifications

  • Bachelor's degree in computer science, information technology, or a related field.
  • Certifications such as CCNA, CompTIA Network + equivalent are highly desirable.
  • Vendor Certifications such as VMware Foundation and Cato CCA equivalent are highly desirable.

What's on offer

  • A chance to work with cutting-edge technology.
  • We will support your professional development.
  • Collaborative and agile work environment.
  • Flexible work culture: hybrid work arrangement with regular in-person strategy sessions.
  • Competitive compensation package and benefits.
  • A friendly, team-focused, and motivated working environment.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Information Technology, Analyst, and Engineering
  • Industries: IT Services and IT Consulting, Computer and Network Security, and IT System Operations and Maintenance.
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