L2, Managed Services Engineer (Network) - Davao based

ViewQwest Inc; Davao City; On-site; PHP 540,000 - 900,000; Full time

Job summary

ViewQwest Inc. is seeking a Level 2 Network Engineer for its Managed Services Team in the Philippines.

The role focuses on troubleshooting, configuring, and maintaining enterprise network infrastructure with ITSM practices and Jira Service Management for ticketing and incidents. You will serve as a technical escalation point for the Service Desk and collaborate with vendors, other escalation teams, and service delivery to ensure performance, security, and availability across LAN/WAN, firewalls,

Qualifications

• Hands-on network troubleshooting across multiple platforms.
• Experience with ITSM tools and Jira Service Management is a plus.
• Ability to coordinate with vendors and escalation teams.

Responsibilities

• Incident & Problem Management: handle escalated tickets in Jira and meet SLA.
• Change Management: review and implement network changes with risk assessment.
• Configuration & Release Management: maintain configurations and update Confluence.
• Service Request Fulfilment: respond to network-related requests within SLAs.
• Root Cause Analysis (RCA): conduct in-depth troubleshooting for recurring issues.
• Monitoring: proactive issue resolution for firewalls, switches, APs, SD-WAN, security appliances.
• Collaboration: work with vendors and Level 3 engineers for complex resolutions.
• Documentation: maintain accurate network documentation and run knowledge sessions.

Skills

Network troubleshooting

ITSM experience

Escalation handling

Vendor coordination

Documentation

Analytical thinking

Clear communication

Tools

Jira Service Management

Confluence

Palo Alto

Cato

Trend Micro

Cisco

Aruba

Arista

UniFi

Uniquiti

Tipping Point

TM Apex

Ansible

Python

Bash

Job description

We are seeking a skilled Level 2 Network Engineer to join our Managed Services Team, supporting enterprise IT infrastructure with a focus on IT Service Management (ITSM) principles. This role requires strong expertise in troubleshooting, configuring, and maintaining a range of network platforms while leveraging Jira Service Management for ticketing, change requests, and incident response.

You will act as a technical escalation point for the Service Desk (Level 1) and work closely with vendors, service delivery teams, other escalation teams to ensure optimal network performance, security, and service availability.

Responsibilities

ITSM & Service Operations

Incident & Problem Management: Handle escalated tickets in Jira, ensuring SLA compliance.

Change Management: Review and implement network changes with proper risk assessment and approval.

Configuration & Release Management: Maintain network configurations and update documentation in Confluence.

Service Request Fulfilment: Respond to network-related service requests within defined SLAs.

Root Cause Analysis (RCA): Conduct in-depth troubleshooting for recurring issues.

Network Support & Troubleshooting

Monitor and resolve issues across supported platforms, including firewalls, switches, APs, SD-WAN, and security appliances.

Work with Cato Cloud security alerts to mitigate network threats.

Diagnose connectivity issues affecting LAN/WAN, wireless, and SD-WAN networks.

Collaborate with vendors and Level 3 engineers for complex issue resolution.

Ensure proactive monitoring and alerting using appropriate tools.

Network Configuration & Optimization

Perform firewall policy management (Palo Alto, Cato).

Configure switching and routing (Cisco, Aruba, Arista, Unifi, Uniquiti).

Assist in IPS/IDS security tuning (Tipping Point, TM Apex).

Documentation & Process Improvement

Maintain accurate network documentation within the knowledgebase system.

Create detailed troubleshooting guides for Level 1 support.

Provide knowledge-sharing sessions for junior engineers.

Requirements

Technical Skills

Hands-on experience with:

Firewalls & Security: Palo Alto, Cato, Trend Micro.

Wireless & APs: Unifi, Cisco, Aruba, Huawei.

Switching & Routing: Cisco, Aruba, Arista, Unifi, Uniquiti.

IPS/IDS Security: Tipping Point, TM Apex.

Strong understanding of TCP/IP, VLANs, VPNs, BGP, OSPF, and MPLS.

Experience working with ITSM tools (Jira Service Management) is a plus.

Familiarity with automation tools (Ansible, Python, or Bash) is a plus.

Soft Skills

Strong analytical and problem-solving skills.

Ability to communicate clearly with both technical and non-technical stakeholders.

Experience working in a 24/7 managed service environment.

Certifications (Preferred but Not Required)

CCNP / CCNA (Cisco)

HCIP / HCIA (Huawei)

Aruba Certified (ACSA, ACSP)

ITIL Foundation (IT Service Management)

This role will be based in Davao and require you to work in the office.