Network & Security Support Specialist – Dubai
Key Responsibilities
- Serve as the Tier 3 technical escalation point for complex and high-priority incidents and change requests involving firewalls, routers, switches, VPNs, and other network/security technologies.
- Analyse and resolve recurring or critical issues escalated from L1/L2/L3 teams or directly from customers.
- Lead and execute advanced change requests, including complex firewall configurations, VPN tunnel setups, BGP/OSPF routing updates, and security hardening activities.
- Provide expert-level troubleshooting and root-cause analysis for major incidents, ensuring long-term resolutions and proper documentation of findings.
- Participate in technical discussions and guide internal teams and clients on design improvements, corrective actions, and best practices.
- Ensure all changes comply with established change management processes, including risk evaluations and rollback procedures.
- Maintain detailed documentation of infrastructure designs, configurations, and troubleshooting methodologies.
- Perform periodic health checks, performance evaluations, and security posture assessments across customer environments.
- Work closely with vendors and OEMs (Cisco, Fortinet, Palo Alto, etc.) to address bugs, firmware issues, and design enhancements.
- Participate in an on-call rotation to support after-hours emergencies.
Required Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
- At least 8 years of experience in network and security support roles.
- Strong knowledge of network protocols such as TCP/IP, BGP, OSPF, and EIGRP.
- Hands-on experience with Cisco Catalyst, Cisco Nexus, and Cisco ACI.
- Proficiency in troubleshooting and managing Cisco security technologies including FTD firewalls, Cisco ISE, Secure Endpoint, and Email Gateways.
- Experience working with Fortinet, Palo Alto, and Check Point firewalls.
- Practical experience with Cisco SD-Access, SD-WAN, and DNA Assurance.
- Solid understanding of public cloud networking (AWS, Azure, OCI).
- Certifications such as CCIE, PCNSE, or NSE are highly desirable.
- ITIL Foundation certification is an advantage.
- Strong communication skills, with the ability to lead discussions and engage senior client stakeholders confidently.
- Excellent problem-solving, analytical, and decision-making skills under pressure.
- Ability to work independently and collaboratively with cross-functional teams.
- Clear and professional communication skills suitable for both technical and non-technical audiences.
