Network Security Engineer (Resident, KLIA)

AceTeam Networks is committed to take IT beyond with our customers and pledge to be the best, while strengthening the focus towards becoming a people centric company and not just limiting to technologies.

We are seeking Network Security Engineers to provide dedicated on-call support at Kuala Lumpur International Airport (KLIA). The engineers will ensure seamless network security operations, offering expert troubleshooting and rapid incident response, especially during non-standard hours, weekends, and public holidays.

As a Network Security Engineer, you will have a chance to:

1. 24/7 On-Call Network Support

• Provide on-site network security support during regular office hours.

• Be available on a rotational on-call basis after hours, including weekends, public holidays, and festive seasons to handle urgent network issues.

2. Incident Management

• Perform initial assessment and categorization of IT incidents and service requests using BMC Remedy ITSM.

• Ensure accurate logging, prioritization, and routing of tickets based on impact and urgency.

• Follow up on open tickets to ensure timely resolution and escalate to the appropriate teams when needed.

3. Ticket Handling & Resolution

• Provide first-line support for network security incidents, troubleshooting issues related to firewalls, VPNs, IDS/IPS, and access control.

• Use knowledge-based articles and SOPs to resolve incidents before escalating to higher support levels.

• Maintain detailed documentation of troubleshooting steps, resolutions, and workarounds.

4. Escalation & Collaboration

• Follow an established escalation matrix, addressing Level 1 security and network incidents.

• Collaborate with L2 and L3 security teams to resolve complex network security issues.

• Provide detailed incident logs, screenshots, and troubleshooting steps for escalations.

5. Network Security Monitoring & Troubleshooting

• Perform real-time security monitoring, analyzing intrusion attempts, unauthorized access, and potential cyber threats.

• Mitigate security risks and respond to security alerts in coordination with security operations teams.

• Ensure compliance with ITIL, ISO 27001, and other security frameworks.

6. CMDB Updates & Asset Management

• Update and maintain the Configuration Management Database (CMDB) with accurate details on network security assets, configurations, and relationships.

• Verify data integrity and ensure compliance with ITIL standards for asset tracking.

• Assist in reconciling CMDB data with real-time network infrastructure changes.

7. User Communication & Support

• Provide timely updates to end-users regarding ticket progress and expected resolution times.

• Assist users with common service requests such as VPN access, password resets, and account unlocks.

• Educate users on network security best practices and self-service options available in the Remedy system.

8. Monitoring & Reporting

• Monitor ticket queues and dashboards to identify trends, recurring issues, and SLA breaches.

• Generate reports on incident resolution times, backlog status, and SLA compliance.

• Identify potential improvements in IT security processes and suggest 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 update procedures.

• Participate in problem management initiatives to prevent recurring network security incidents.

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.

✔ Hands-on experience with BMC Remedy ITSM, ITIL processes, and CMDB management.

✔ Familiarity with SIEM tools, network security protocols, and compliance frameworks (ISO 27001, NIST, ITIL).

✔ Ability to work independently in a high-pressure, mission-critical environment.

✔ Willingness to work on-call during non-standard hours, weekends, and holidays.

Preferred Certifications:

🔹 CCNA Security / CCNP Security

🔹 CompTIA Security+

🔹 CEH (Certified Ethical Hacker)

🔹 CISSP (Certified Information Systems Security Professional)

🔹 ITIL v4 Foundation

Data Privacy Statement

We ensure that the data you submit to us remains confidential in compliance with Personal Data Protection Act (PDPA).

By clicking on "Apply", you agree to disclose your personal information and data (including sensitive personal data) in this form for the purpose of processing this application and all other purposes which are required in relation to this application.