Senior Network Support Engineer

Role  

Join Faptic Technology (remote or hybrid), a fast-growing scale-up organization with an ambition to be recognized as one of the leading technology companies servicing high tech, global enterprises across Technology, Finance and Life Sciences sectors. 

Our global client base needs builders: engineers and developers who love technology, have deep expertise in software, engineering and cloud technologies, and importantly, have a passion for culture and customers. 

  • We obsess about our customers 
  • We build outstanding technical solutions 
  • We create an awesome culture 
  • We accelerate learning and careers 

As a Senior Network Support Engineer for our Managed Services clients, you will play a vital role in ensuring availability, security, and performance of a client’s Network by supporting their cryptography solution. You will deliver operational efficiency, quality, and customer experience while ensuring compliance with industry regulations. Your experience & expertise in Network Technologies, Automation, Technical Support, advanced troubleshooting and Incident, Change & Problem Management will contribute to the continued success of our Managed Services, enabling us to deliver high-quality solutions to our clients. 

Your activities will include:  

1. Managing & Resolving Incidents: 

  • Takes a whole systems approach to analyze issues and implements holistic solutions by ensuring that linkages between structure, people, process and technology are made. 
  • Configure, troubleshoot, and take escalations for cryptography solution. 
  • Solve engineering problems with a high degree of ownership, seeing them through to resolution. 
  • Provide a high level of technical support to our customers via the phone, e-mail, ticketing system, and automation. 
  • Own complex customer issues which may take several days or weeks to resolve and keeps our customers updated through every step of the process. 
  • Lead Major Incident Investigations and real time client communication and troubleshooting for critical client impacting issues.  

2. Responding to Service Requests and Managing Changes: 

  • Configure, plan, install, maintain, and optimize cryptography network devices, ensuring network protocols and security policies are used effectively. 
  • Design, schedule, review, and approve maintenances. 
  • Lead the way with recommendations which may better serve the stability and security of the customer’s solution. 

3. Problem Management Investigations: 

  • Carry out root cause analysis following major incidents to understand, document, report and reduce the chance of recurrence of the issue.  
  • Collect and analyze data related to incident trends and areas for improvement. 

4. Training and Documentation: 

  • Create documentation for support and operations tasks.  
  • Mentor and train Junior Engineers.  
  • Collaborate and share knowledge with other engineers.  

5. Stakeholder Collaboration: 

  • Collaborate with key stakeholders, including Project & Client Management, Delivery, Product, R&D, IT departments, Leadership and QA to understand their needs and challenges. 
  • Collaborate with Account Managers and Business Development Consultants to build strong customer relationships. 

Requirements

Education & Qualifications: 

  • Bachelor’s degree in, Computer Science, or a related field. Advanced degree preferred. 
  • CCNP or equivalent  

Skills and Abilities: 

  • Hands-on experience with configuring and troubleshooting IPsec VPNs using industry-leading platforms such as Cisco Secure Firewalls, Juniper SRX, Palo Alto Networks, or similar. 
  • Proficiency in Public Key Infrastructure (PKI) concepts, SSL/TLS protocols, including certificate authorities, digital certificates, certificate revocation, and key management. Experience with deploying and managing certificates for securing VPN communications. 
  • Understanding of network security principles and solutions, including encryption, authentication, network management and access control devices. 
  • Ability to analyse and interpret network security logs generated by VPN appliances and other security devices. 
  • Deep understanding of network packet analysis via tools such as wireshark and TCP dump. 
  • Knowledge of Automation 
  • Deep knowledge of networking concepts and devices [TCP/IP networking protocols], Load balancers (e.g: F5, Citrix), HTTP Protocol, DNS, Content switching policies, additional modules from different vendors (For example: GTM, APM, AFM) 
  • Understanding of how traffic flows through an environment, both hosting-based and cloud-based environments 
  • Advanced understanding of Dynamic Routing Protocols (for example: BGP, OSPF), 
  • Advanced understanding of Security concepts, principles, and technologies 
  • Strong analytical skills with the ability to assess complex processes and data sets. 
  • Excellent communication and interpersonal skills for effective collaboration with diverse teams. 
  • Attention to detail and the ability to work in a fast-paced, dynamic environment. 

Experience Desirable: 

  • Experience in conducting training sessions and creating instructional materials. 
  • Familiarity with software development life cycles and software testing. 

  

Benefits

  • Private medical insurance  
  • Training on market trends and client needs  
  • Continuous personal improvement - 8h/month during work hours  
  • Lunch on Friday (twice per month, we pay) 
  • 21 days annual leave, with one day per year extra up to 25 days  
  • 3 days sick leave without medical proof off 
  • 1 day for your Birthday off  
  • 0.5 days Christmas Shopping off  
  • Competitive package 
  • Quarterly fun budget for team events