SPTel Hiring! Full Time Senior Engineer IOC (L2) in - Ricebowl

Job Brief

About us

SPTel is a Business Class Digital Services provider that promises:

• Fully digitalized processes, enabling on demand provisioning of services such as Bandwidth and cyber security
• Business Grade connectivity standards that include <1ms ultra low latency performance and clean-pipe connectivity as a default
• True network diversity for improved reliability with unique fiber pathways and facilities that are physically separate from incumbent telcos
• Innovative services such as IoT-a-a-S and Edge Cloud computing

We are well recognized in the industry clinching numerous awards for our cutting-edge telco services and have doubled our customer base annually in the last 3 years. We were also featured in the CNA documentary “Home-Grown with a Digital Edge”.

These accolades and achievements are the result of us meticulously grooming a team of talents and specialists to be part of our exciting journey and we are looking to grow our team. If you are a skilled and driven individual, do join us as co-creators of the future of SPTel.

Responsibilities

L2 Technical Operations

• Act as the primary L2 technical resource during assigned shifts and support escalations and service-impacting incidents.
• Perform advanced troubleshooting, fault isolation and service restoration within approved L2 scope.
• Troubleshoot Connectivity and Managed Services including Internet, IPVPN/MPLS, Ethernet, routing, switching, firewall, VPN, SD-WAN and managed CPE.
• Analyse service performance issues such as packet loss, latency, jitter, throughput, routing and interface errors.
• Review device status, configurations, logs, sessions and network data to identify faults.
• Ensure effective handover of ongoing incidents, investigations and outstanding actions.

Incident & Technical Escalation

• Validate L1.5 escalations and ensure adequate troubleshooting and technical evidence are provided.
• Identify the probable fault domain and determine the appropriate technical action or resolver group.
• Coordinate with Network Engineering, FSO, carriers and OEM/vendors for specialist or onsite support.
• Remain technically engaged throughout escalated incidents to support fault isolation and service restoration.
• Provide advanced technical support during Major Incidents, including recovery and restoration activities.

Managed Services Support

• Provide advanced remote troubleshooting for Managed Firewall, SD-WAN and managed CPE services.
• Troubleshoot device health, interfaces, routing, firewall policies, NAT, VPN, sessions, HA, SD-WAN paths and failover.
• Perform approved recovery actions within L2 scope and change controls.
• Provide clear technical findings and instructions for onsite intervention.
• Engage OEM technical support for complex product, software and firmware issues.

Requirements

• Bachelor’s Degree/Diploma in Telecommunications, Information Technology, Computer Engineering, Network Engineering, or a related discipline.
• Minimum 7 years of hands-on experience in network operations, technical support, service assurance or Managed Services environments.
• Strong hands-on knowledge of TCP/IP, routing, switching, VLAN, BGP, MPLS/IPVPN, Ethernet and enterprise Internet services.
• Strong technical knowledge of Managed Firewall, SD-WAN, VPN, NAT, HA and managed CPE, preferably with Fortinet technologies.
• Proven ability to independently troubleshoot complex packet loss, latency, throughput, routing, connectivity and application reachability issues.
• Strong experience in analysing device configurations, logs, routing tables, interface statistics, packet captures and network performance data.
• Experience troubleshooting complex incidents across multiple fault domains and working with Network Engineering, FSO, carriers and OEM/vendors through service restoration.
• Strong understanding of incident, problem and change management practices within a production environment.
• Ability to provide technical coaching and guidance to junior engineers and develop troubleshooting procedures and runbooks.
• Strong analytical, problem-solving and communication skills, with the ability to perform effectively during high-impact and Major Incidents.
• Willingness and ability to work assigned L2 shifts and maintain availability throughout the shift to support technical escalations and service-impacting incidents.