The Senior Network Engineer (L3) role at ZainTECH focuses on managing and optimizing cloud and network infrastructure across the MENA region. It is a hands-on, shift-based position in a multi-tenant environment, requiring strong technical expertise and a customer-focused approach.

The engineer acts as a key escalation point for complex network issues, ensuring high availability, performance, and security. They also collaborate with teams to improve services, share knowledge, and deliver reliable network solutions to enterprise customers.

Responsibilities:

Network Operations & Support

• Troubleshoot, diagnose, and resolve customer incidents and change requests across network and security environments
• Operate within a shift-based support model to ensure continuous service availability
• Maintain high standards of ticket management with accurate updates and SLA adherence
• Provide clear, timely communication to customers and internal stakeholders

Technician Escalation & Expertise

• Act as the L3 escalation point for complex network issues, supporting L1 and L2 engineers
• Provide technical guidance to resolve advanced networking and security challenges
• Manage and follow up on vendor support cases (TAC) to ensure timely resolution
• Support implementation activities including upgrades, patches, and configuration changes

Network Security & Infrastructure Management

• Manage and troubleshoot firewall platforms (FortiGate, Cisco ASA, Palo Alto)
• Support and optimize VPN solutions (SSL VPN, IPSec, MFA/2FA)
• Configure and maintain Web Application Firewalls (WAF) and load balancers (Kemp, FortiADC)
• Perform firewall rule reviews, security audits, and policy optimization

Cloud & Network Technologies

• Support networking within public cloud environments (Azure preferred)
• Troubleshoot hybrid connectivity between cloud and on-premise environments
• Apply strong understanding of network protocols, OSI model, and packet flow analysis

Requirements

• 5–8+ years of experience in network engineering or managed services environments
• Proven experience in L3 support and escalation handling
• Strong hands-on experience in network security and infrastructure support
• CCNP (minimum requirement)
• Firewall vendor certifications (Fortinet, Palo Alto, etc.) are desirable
• Public cloud certifications (Azure preferred) are an advantage