L2 Managed Services Engineer (Network)

VIEWQWEST PRIVATE LIMITED; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

VIEWQWEST PRIVATE LIMITED is seeking a Level 2 Network Engineer to join our Managed Services team as a hands-on escalation point. You will troubleshoot complex routing, switching, wireless, and firewall issues, supported by structured methodologies and rule-based processes.

The role emphasizes real-world problem solving, incident management, and collaboration with vendors to drive resolutions that meet SLA targets for diverse enterprise clients in Singapore.

Qualifications

• Minimum 3 years hands-on experience in network operations, troubleshooting, and maintenance in ISP/managed services environments.
• Proven ability to diagnose and resolve routing, switching, wireless, and firewall issues in production environments.
• Experience in 24/7 or on-call managed services with SLA-driven incident response.

Responsibilities

• Troubleshoot and resolve IP services, routing, switching, firewall, wireless, and FTTx issues escalated from NOC/Technical Support.
• Diagnose connectivity issues affecting LAN/WAN, wireless, SD-WAN and SASE environments with structured methods.
• Engage vendor support via TAC and conference calls to resolve issues within SLA, coordinating with L3 as needed.

Skills

TCP/IP

BGP

OSPF

MPLS

WAN/LAN

Tools

Palo Alto

Fortinet

Cato Networks

Job description

Role Overview:

We are hiring a Level 2 Network Engineer to join our Managed Services team as a hands‑on technical escalation point. You will handle incidents and problems escalated from Level 1 Support, troubleshoot complex network and firewall issues, support infrastructure changes and tech refresh projects, and contribute to a disciplined, documentation‑driven operations culture.

This role demands proven, real‑world troubleshooting experience – not just configuration knowledge. You should be able to diagnose and resolve routing, switching, wireless, and firewall issues under pressure, with a structured and methodical approach.

Key Responsibilities:

Network Troubleshooting & Support

• Troubleshoot and resolve IP services, routing, switching, firewall, wireless, and FTTx issues escalated from the NOC and Technical Support teams.

• Diagnose connectivity issues affecting LAN/WAN, wireless, SD‑WAN, and SASE environments, applying structured troubleshooting methodologies.

• Engage vendor support (TAC cases, conference calls) and drive issues to resolution within SLA targets, including coordinating with L3 engineers where required.

• Monitor network alerts, perform system diagnosis, and take corrective action proactively before customer impact.

• Provide hardware and software break‑fix support for business‑critical systems across retail, hospitality, healthcare, government, and financial sector customers.

• Troubleshoot issues reported by managed‑service agents and deliver tech refresh projects for enterprise and government customers.

Network Infrastructure Management

• Implement, administer, and troubleshoot network hardware including routers, switches, firewalls, and wireless access points across multi‑vendor environments.

• Support network upgrades such as OLT deployments, firmware upgrades, software patches, and configuration optimisations.

• Perform firewall policy management and rule‑set changes (Palo Alto, Fortinet, Cato).

• Manage enterprise wireless networks (Cisco, Aruba, Ubiquiti/UniFi, Huawei).

• Configure and troubleshoot switching and routing (Cisco, Aruba, Arista, Juniper, Huawei).

• Support SD‑WAN and SASE deployments (Huawei, Palo Alto Prisma, Cato Networks).

Service Management & Change Management

• Handle escalated incidents and problem tickets in Jira Service Management, ensuring SLA compliance, accurate categorisation, and timely updates.

• Review, plan, and implement network changes with proper risk assessment, approval workflows, and rollback procedures.

• Validate infrastructure before and after maintenance windows; track and report incident resolutions and system performance.

• Conduct root cause analysis (RCA) for recurring or major incidents, producing actionable findings and preventive recommendations.

Documentation & Process Discipline

• Document all incident resolutions, problem investigations, configuration changes, and system changes in the knowledge base (Confluence) – this is not optional.

• Create and maintain runbooks, standard operating procedures (SOPs), and troubleshooting guides for L1 support and peer engineers.

• Maintain accurate network inventory, topology documentation, and technical specifications for all managed customer environments.

• Contribute to knowledge‑sharing sessions and provide mentoring to junior engineers.

Requirements

Experience (Mandatory)

• Minimum 3 years of hands‑on experience in network operations, troubleshooting, and maintenance – preferably in an ISP, managed services, or enterprise NOC environment.

• Demonstrated real‑world experience troubleshooting routing, switching, wireless, and firewall issues in production environments. We will assess this during the interview with scenario‑based questions.

• Experience working in a 24/7 or on‑call managed services environment with SLA‑driven incident response.

Technical Skills (Mandatory)

• Strong working knowledge of TCP/IP, VLANs, VPNs, BGP, OSPF, STP, and MPLS.

• Hands‑on experience with at least two of the following firewall platforms: Palo Alto, Fortinet, Cato Networks.

• Hands‑on experience with enterprise switching and routing from at least two of: Cisco, Aruba, Arista, Juniper, Huawei.

• Working knowledge of enterprise wireless (Cisco, Aruba, Ubiquiti/UniFi, Huawei) and FTTx technologies (OLT, ONT, fibre optics principles).

• Familiarity with network monitoring tools (e.g. Zabbix, Grafana, SolarWinds, PRTG, Wireshark).

Certifications (Minimum One Required)

• At least one current, relevant certification is required: CCNP, PCNSA/PCNSE, Fortinet NSE4+, HCIP, Aruba ACSA/ACSP, or equivalent.

• CCNA‑only candidates will not be considered unless accompanied by demonstrable hands‑on experience equivalent to CCNP level.

• ITIL Foundation certification is a plus.

Process & Documentation Skills (Mandatory)

• Proven ability to write clear incident reports, RCA documents, and technical runbooks. We will ask for examples during the interview process.

• A structured, disciplined approach to incident handling: triage, diagnose, elevate, resolve, document. Unstructured or ad‑hoc approaches are not acceptable in this team.

• Experience with ITSM tools; Jira Service Management experience is a strong advantage.

Soft Skills:

• Strong analytical and problem‑solving skills under time pressure.

• Clear communication skills for coordination with vendors, customers, and internal teams – both verbal and written.

• Ability to work independently and take ownership of issues through to resolution.

Nice to Have:

• Experience with SD‑WAN platforms (Huawei, Palo Alto Prisma, Cato Networks).

• Familiarity with IPS/IDS technologies and security event triage.

• Exposure to automation tools (Ansible, Python, Bash) for network operations.

• Experience supporting retail, hospitality, or healthcare sector network environments.