Network Security Engineer – L2

This is a fully remote position, open to applicants in Spain.

📋 Description

• Actively monitors the work queues.

• Executes operational tasks to resolve all incidents and requests promptly, adhering to the agreed Service Level Agreements (SLA).

• Updates tickets with the actions taken for resolution.

• Identifies, investigates, and analyzes issues and errors as they arise, ensuring all incidents are logged in a timely manner.

• Gathers all necessary and pertinent information for immediate resolution.

• Provides second-level support for all incidents and requests, determining the root cause of incidents and problems.

• Communicates with other teams and clients to extend support effectively.

• Implements changes with a clear assessment of risks and mitigation strategies documented in the change record.

• Adheres to the shift handover process, emphasizing key tickets to prioritize and transferring upcoming critical tasks for the next shift.

• Escalates tickets to ensure appropriate focus from the Center of Excellence and other teams, continuing escalations to management when necessary.

• Collaborates with automation teams to optimize efforts and automate routine tasks.

• Capable of working across various resolver groups (both internal and external) such as Service Provider and TAC.

• Proactively identifies problems and errors before they affect client services.

• Assists Level 1 Security Engineers in improving initial triage or troubleshooting processes.

• Takes the lead in managing all initial client escalations regarding operational issues.

• Contributes to the change management process by logging all change requests with comprehensive details for both standard and non-standard changes, including patching and other modifications to Configuration Items.

• Ensures all changes are executed with proper approvals.

• Plans and carries out approved maintenance activities.

• Audits and reviews incident and request tickets for quality, recommending improvements and updates to knowledge articles.

• Generates trend analysis reports to identify tasks suitable for automation, aiming to reduce ticket volume and optimize efforts.

• May also support project work as needed.

• May be involved in implementing and testing disaster recovery functions.

• Undertakes any other related tasks as required.

⛳️ Requirements

• Bachelor's degree or equivalent qualification in IT/Computing, or demonstrated equivalent work experience.

• CCNA certification is mandatory; CCNP in Security or PCNSE certification is preferred.

• Moderate level of relevant managed services experience in handling Security Infrastructure.

• Moderate level of familiarity with ticketing tools, preferably Service Now.

• Moderate level of knowledge regarding ITIL processes.

• Moderate level of experience working with vendors and/or third parties.

🏝️ Benefits

• Equal Opportunity Employer.

• Global culture that embraces diversity and inclusion.

• Work environment free from unfair discrimination and harassment.