Network and Security Engineer Tier-2 - KSA

• Provide support for all networking and security products.

• Problem management, monitoring remedy dashboard for open /close trouble tickets ▪ Assign trouble tickets to self and provide first call resolution to know issues.
• Reassign trouble tickets to other departments based on nature of problem.
• Escalate the trouble tickets to level -3 as per SLA .
• Proactive monitoring and alarm handling/ alarm enrichment / alarm optimization.
• Handle monitoring of Network Management Systems always.
• Troubleshoot; Perform network diagnostics to isolate the root cause of faults.
• Ticket logging for network faults; ticket classification and ticket assignment; logging timely troubleshooting progress updates in the ticket with timestamps.
• Change management; Ensure all network changes are planned approved and scheduled with prior notice and conducted as per the change management process after informing the respective stake holders within the Organization.
• Customize, correlate / optimize alarms in the FM system.
• Handle more complex network administration tasks, such as configuring, optimizing, and troubleshooting Fortinet devices and services.
• Handle escalated issues from L-1 engineers, work closely with L-3 engineers and architects, and assist in implementing network changes and improvements.

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