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Required Security Clearance: NATO SECRET
Scope of Work Network Engineering Security Support applies specialist skills to configure, troubleshoot and optimize routers, switches, firewalls, and other hardware/software networking elements to enhance network performance and ensure data and the CIS are secured in accordance with NATO Security Policy and Directives requirements. This activity requires communication with the end-user, proactive service monitoring, and taking actions to resolve incidents and recover the impacted services. This service is provided on-site, in SHAPE, Mons, Belgium.
* The managed environment contains network devices from various vendors, running on physical and virtual appliances.
* The environment contains more than 2500 network devices.
* The management of the network devices is done centrally, from dedicated management networks.
* The response and resolution times for ITSM tickets are defined, in accordance with assigned priority, in NCIA Incident Management Standard Operating Procedure (SOP) 06.04.01.
Under the direction / guidance of the NISC CIS Security Risk Management Section Head, Network Engineering Security Support will conduct the following activities:
Operations
* Follow NISC change management process for implementing the required changes.
* Document the changes that impact the CIS security posture into the CIS Security accreditation document set.
* Ensure only authorized configuration baselines are deployed on all managed systems, with specific, authorized, deviations applied in a systemic manner, using configuration rules per categories of software applications.
* Monitor continuously the security and operational dashboards, logs and alerts, identify misconfigurations; engage with the appropriate stakeholders and contribute to the remediation of the findings by implementing configurations and updates, in coordination with NaaS Subject Matter Experts (SME).
* Ensure security-by-design and minimality principles are applied in all configuration changes.
Inventory
* Maintain the CMDB updated with the Configuration Items used by the services/systems
* Perform all operation, support and maintenance activities on the platforms.
Incident Logging, Tracking, Dispatching:
* Log and track incidents, work orders and change requests using the incident ticketing system (ITSM).
* Investigate and resolve network security related issues, directly assigned by end- users/requesters, within the staff competences and administrator permissions.
* Maintain communication with end-users when needed.
* Ensure all tickets are updated with accurate and detailed information and resolved (or assigned to appropriate stakeholders) within the agreed service levels.
Escalation
* Escalate complex issues to NaaS SME support or appropriate teams when necessary.
* Follow up on escalated issues to ensure timely resolution and user satisfaction.
Knowledge Base Management
* Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions.
* Share knowledge and best practices with team members to improve overall service quality.
Performance Monitoring
* Monitor support metrics and KPIs to ensure high-quality service delivery.
* Participate in regular reviews to identify areas for improvement and implement corrective actions.
Automation And Efficiency
* Develop and implement automation scripts to streamline routine support tasks such as software installations, updates, system checks and notifications.
* Utilize automation to create workflows for repetitive tasks, improve service efficiency and proactively implement solutions.
* Leverage Infrastructure as Code (IaC).
Communication And Collaboration
* Communicate effectively with internal user community to understand their issues and provide clear instructions.
* Collaborate with IT teams to resolve issues and improve service delivery.
Skill, Knowledge & Experience:
Technical Proficiency
The support for this service requires the following technical proficiencies with minimum 3 years experiences in the following domains:
* Knowledge and experience with design, implementation, and operation of the core network architecture for large organizations.
* Knowledge and experience with configuration, troubleshooting and optimization of routers, switches, firewalls, and other hardware/software networking elements.
* Knowledge and experience with CCNP Routing and Switching.
* Services and Technology Professional Certification (e.g. ITIL, CCIE, SRA, JNCIE, or Devnet Professional or equivalent experience).
* Knowledge and experience with Networks specification, design and testing, with an emphasis on IP networks, including IPv6, QoS, MPLS, MP-BGP.
* Knowledge and experience of Network Functions Virtualization (NFV)/Software Defined (SDx) (e.g. SDN, SD-WAN, SDDC or SASE).
* Experience with managing Windows, Linux operating systems.
* Knowledge and experience with implementing security configurations in enterprise networks.
Tasks
* Installation, Configuration, Management, Security.
* Monitoring, Upgrade, Patching.
Problem-Solving Skills:
* Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.
* Ability to guide users through problem-solving steps effectively.
Automation Skills
* Shell scripting to automate routine support tasks.
* Create automated workflows and automate repetitive processes.
* Ability to identify and implement automation opportunities to enhance efficiency.
Communication And Interpersonal Skills
* Excellent verbal and written communication skills.
* Full proficiency in English.
* Ability to communicate technical information to non-technical users in a clear and concise manner.
Customer Service Orientation
* Strong customer service focus with a commitment to user satisfaction.
* Patience and empathy when dealing with user issues and concerns.
Organizational Skills
* Ability to manage multiple support tickets and prioritize tasks effectively.
* Attention to detail in documenting support activities and maintaining accurate records.
Team Collaboration
* Ability to work effectively as part of a team and share knowledge and resources.
* Willingness to collaborate with colleagues to solve complex issues.
Others
* The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.
* Full proficiency in the English language.
* The candidate must have the nationality of one of the NATO nations.
This is a condensed version of the job description. A full, detailed job description, including platforms used, will be provided during the application process.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Contract
Job function
* Job function
Information Technology
* Industries
IT Services and IT Consulting
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