A Senior Network Security Engineer at an IT managed service provider in Melbourne will maintain and troubleshoot customer network and security platforms (Juniper, Palo Alto, Fortinet), resolve escalated connectivity issues within SLAs, and log work in ServiceNow.
A leading and growing IT Managed Service Provider is seeking a Senior Network Security Engineer who will support and maintain customer networks and security platforms, troubleshoot complex issues and ensure services meet agreed service level agreements (SLAs).
This position requires strong technical knowledge, clear communication and hands-on experience with Juniper, Palo Alto and Fortinet.
Key Responsibilities:
Maintain customer network and security environments to support reliable day-to-day operations.
Identify and resolve connectivity issues across routing, switching and wireless networks.
Manage Juniper, Palo Alto and Fortinet platforms, ensuring they operate effectively.
Take ownership of escalated support issues, from initial investigation through to resolution.
Review monitoring alerts and investigate potential problems before they disrupt customer services.
Keep accurate records of incidents, service requests and troubleshooting activities in ServiceNow.
Assess the urgency and impact of each issue and respond within agreed service level agreements (SLAs).
Keep customers updated and explain technical issues and solutions in straightforward language.
Track network capacity and support ongoing maintenance throughout the technology lifecycle.
Maintain load balancing and application security services to support application access and availability.
Key Requirements:
Five or more years of experience working directly with customers in a technical support or engineering role.
Five or more years of practical experience maintaining and troubleshooting network and security systems.
Hands-on expertise with Juniper, Palo Alto and Fortinet products.
A solid understanding of routing, switching and wireless networks, including Juniper networking technologies.
Experience configuring, supporting and troubleshooting Cisco ASA and ISE.
Familiarity with load balancing platforms such as F5 or NetScaler.
Experience managing support tickets and service requests through ServiceNow.
Working knowledge of monitoring tools such as SolarWinds or Nagios.
Current certifications from at least two of these vendor groups: Cisco, Juniper and Palo Alto.
Strong problem-solving and communication skills, with the ability to understand customer needs and balance competing support priorities.