AceTeam Hiring! Full Time Network Security Engineer (Resident, KLIA) in Federal Territory - Ricebowl

AceTeam Networks is committed to taking IT beyond with our customers and striving to be the best, while strengthening our focus on becoming a people-centric company and going beyond technology.

We are seeking a Network Security Engineer to provide dedicated on-call support at Kuala Lumpur International Airport (KLIA). The successful candidate will ensure seamless network security operations through expert troubleshooting, monitoring, and rapid incident response, including during non-standard hours, weekends, and public holidays.

Key Responsibilities

1. 24/7 On-Call Network Support

• Provide on-site network security support during regular office hours.
• Participate in a rotational on-call schedule after hours, including weekends, public holidays, and festive seasons.
• Respond promptly to urgent network and security issues.

2. Incident Management

• Perform initial assessment and categorization of IT incidents and service requests using BMC Remedy ITSM.
• Ensure accurate ticket logging, prioritization, and routing based on impact and urgency.
• Follow up on open tickets to ensure timely resolution.
• Escalate incidents to the appropriate support teams when required.

3. Ticket Handling & Resolution

• Provide first-line support for network security incidents involving:
• Firewalls
• VPNs
• IDS/IPS
• Access control
• Network connectivity
• Utilize knowledge-based articles and SOPs to troubleshoot and resolve incidents before escalation.
• Maintain accurate documentation of troubleshooting steps, resolutions, and workarounds.

4. Escalation & Collaboration

• Follow the established escalation matrix for Level 1 network and security incidents.
• Collaborate with L2 and L3 security teams to resolve complex issues.
• Provide detailed incident logs, screenshots, and troubleshooting information for escalated cases.

5. Network Security Monitoring & Troubleshooting

• Perform real-time security monitoring and identify potential cyber threats.
• Analyze intrusion attempts, unauthorized access, and security alerts.
• Coordinate with security operations teams to mitigate security risks.
• Ensure compliance with ITIL, ISO 27001, and other applicable security frameworks.

6. CMDB & Asset Management

• Maintain accurate Configuration Management Database (CMDB) records for network security assets, configurations, and relationships.
• Verify data integrity and compliance with ITIL standards.
• Assist in reconciling CMDB data with changes to the network infrastructure.

7. User Communication & Support

• Provide timely updates to users on ticket progress and expected resolution times.
• Assist with common service requests such as VPN access, password resets, and account unlocks.
• Educate users on network security best practices and available self-service options.

8. Monitoring & Reporting

• Monitor ticket queues and dashboards to identify trends, recurring issues, and potential SLA breaches.
• Prepare reports on incident resolution times, ticket backlog, and SLA compliance.
• Identify opportunities to improve IT security processes and recommend suitable optimizations.

9. Knowledge Management & Documentation

• Contribute to the ITSM knowledge base by documenting solutions, troubleshooting guides, and best practices.
• Maintain up-to-date SOPs for ticket handling, incident management, and CMDB procedures.
• Participate in problem management initiatives to minimize recurring network security incidents.

Requirements

We are looking for an individual with:

• Bachelor’s Degree in Computer Science, Information Security, or a related field.
• 3+ years of experience in network security engineering, incident management, and troubleshooting.
• Strong knowledge of firewalls, IDS/IPS, VPNs, endpoint security, and network monitoring tools. FCP/NSE4 certification is required.
• Hands-on experience with BMC Remedy ITSM, ITIL processes, and CMDB management.
• Familiarity with SIEM tools, network security protocols, and security frameworks such as ISO 27001, NIST, and ITIL.
• Ability to work independently in a high-pressure, mission-critical environment.
• Willingness to participate in an on-call rotation, including weekends, public holidays, and festive seasons.

Preferred Certifications

• FCP/NSE4 certification
• CCNA Security / CCNP Security
• CompTIA Security+
• CEH (Certified Ethical Hacker)
• CISSP (Certified Information Systems Security Professional)
• ITIL v4 Foundation

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