Tuyển dụng L3 Engineer – Technical Escalation (1 FTE) tại Hà Nội

Technical Escalation & Incident Ownership

• 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

Yêu cầu ứng viên

Required Experience:

• 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)

Required Skills

• 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

Nice to Have

• Experience with AWS and/or Telstra cloud services
• Relevant certifications (e.g. CCNA/CCNP, Fortinet NSE, Sophos Certified Engineer, Microsoft Azure Administrator/Security Engineer)

Quyền lợi được hưởng

• 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