Job Description
- Take full ownership of complex and escalated incidents from L1/L2 through to resolution
- Diagnose and resolve issues across network, cloud, identity, and security layers
- Apply configuration fixes and changes on network and security devices (switches, routers, firewalls, wireless)
- Lead root cause analysis (RCA) for major and recurring incidents, and document findings and preventive actions
- Manage vendor escalations (e.g. Cisco Meraki, Sophos, Fortinet, Telstra, Microsoft), tracking cases through to closure
- Communicate directly with clients during critical incidents, providing clear technical updates and resolution plans
- Transfer knowledge to L1/L2 through runbooks, knowledge base articles, and coaching
Requirements
- Senior-level experience in network, cloud, and security within a tiered or managed
IT support environment
- Hands-on experience with ITSM tools (ticketing, SLA tracking, incident management)
- Strong knowledge of network fundamentals (routing, switching, VLANs, VPN, firewall policies, Wi-Fi)
- Hands-on experience with Cisco Meraki, Sophos, and Fortinet platforms and their switch/router/firewall product lines, plus working knowledge of Telstra network services
- Strong expertise in Microsoft Azure (networking, identity, security), including Microsoft 365 and EntraID
- Proficiency in log analysis and structured problem-solving
- Strong English communication skills, comfortable working directly with Australian clients
- Experience with AWS and/or Telstra cloud services is preferred
- Relevant certifications (e.g. CCNA/CCNP, Fortinet NSE, Sophos Certified Engineer, Microsoft Azure Administrator/Security Engineer) is a plus
Benefits
At SmartOSC, we offer the best to your values:
- Attractive salary package
- Salary review twice a year
- Flexible working hours (between 7:30am - 7:30pm on staff's preference)
- Premium health care
- Working in one of the largest digital transformation agencies in Asia - Professional English environment
- Firm's Certified Qualifications Sponsorship for career development
- Annual company trip inside or outside Vietnam
- Other fun activities: happy hour, quarterly team building, football club, yoga club, swimming club, charity activities, etc.
- Free entertainment parties: Birthday party, Anniversary party, Sum-up Party, Year-End Party, etc
Note: By submitting your resume for this position, you acknowledge and consent that the Company may collect, use, store, disclose (where necessary), and otherwise process your personal data for recruitment-related purposes, including evaluating your application, communicating with you, and making hiring decisions. Your personal data may be shared with relevant third parties involved in the recruitment process on a need-to-know basis. You acknowledge and consent that the Company shall retain your personal data for as long as necessary to fulfill the above purposes or to comply with applicable legal obligations. Where permitted by applicable law, you may submit a written request for the deletion of your personal data.