Position: Level 1 Network Engineer

Department: Network Operations / Managed Services

Location: Singapore (or as applicable)

Reports To: Network Team Lead / Network Operations Manager

Position Summary

The Level 1 Network Engineer is responsible for providing first-line technical support for enterprise network infrastructure. The role involves monitoring network health, responding to incidents, performing basic troubleshooting, escalating complex issues, and supporting network implementation activities. The engineer will work closely with senior engineers to ensure network availability, security, and operational excellence while meeting customer SLA requirements.

Key Responsibilities

1. Network Monitoring & Operations

• Monitor enterprise network infrastructure using Network Monitoring Systems (NMS).
• Respond promptly to network alerts and service tickets.
• Identify and troubleshoot basic LAN, WAN, WLAN, VPN, and Internet connectivity issues.
• Monitor network device health including:
  • Routers
  • Switches
  • Firewalls
  • Wireless Controllers
  • Access Points
• Perform daily operational health checks.

2. Incident Management

• Receive incidents via Service Desk or monitoring tools.
• Perform Level 1 diagnosis and troubleshooting.
• Restore services within SLA whenever possible.
• Escalate unresolved issues to Level 2 or Level 3 engineers.
• Update ticket progress throughout the incident lifecycle.
• Ensure proper incident documentation.

3. Service Request Fulfilment

Support routine network changes including:

• VLAN assignments
• Port activation/deactivation
• Switch port configuration
• User connectivity requests
• DHCP reservation requests
• Basic firewall rule requests (subject to approval)
• Wireless SSID support

4. Network Installation Support

Assist senior engineers with:

• Switch installation
• Router installation
• Firewall deployment
• Rack & Stack activities
• Cable patching
• Equipment labelling
• Asset verification
• Power-on testing

5. Preventive Maintenance

• Perform scheduled maintenance activities.
• Verify backup configurations.
• Check hardware status.
• Replace failed network components under supervision.
• Verify environmental conditions in communication rooms.

6. Documentation

Maintain accurate documentation including:

• Network diagrams
• IP address inventory
• Device inventory
• Configuration backups
• Change records
• Incident logs
• Standard Operating Procedures (SOPs)

7. Change Management

• Participate in approved network changes.
• Follow Change Management procedures.
• Validate successful implementation.
• Perform post-change verification.
• Roll back changes if instructed.

8. Customer Support

• Provide professional technical support to end users.
• Communicate incident status clearly.
• Maintain high customer satisfaction.
• Participate in customer bridge calls when required.

9. Security Compliance

• Follow IT security policies.
• Report security incidents immediately.
• Support vulnerability remediation activities.
• Ensure network devices comply with organizational standards.

10. Continuous Improvement

• Participate in technical training.
• Develop networking knowledge.
• Contribute to knowledge base articles.
• Suggest operational improvements.

Technical Skills

Networking Fundamentals

• TCP/IP
• OSI Model
• IPv4 / IPv6
• DNS
• DHCP
• NAT
• VLAN
• STP
• Trunking
• Routing fundamentals
• Switching fundamentals

Network Technologies

• LAN
• WAN
• MPLS
• SD-WAN (basic understanding)
• VPN
• Wireless Networking

Vendor Technologies (Basic)

• Cisco
• Aruba
• Juniper
• Fortinet
• Palo Alto
• HPE Networking

Operating Systems

• Windows Server (basic)
• Linux (basic)
• Microsoft Windows
• macOS

Monitoring Tools

• SolarWinds
• PRTG
• Zabbix
• LogicMonitor
• Cisco DNA Center
• ThousandEyes (preferred)

ITSM Tools

• ServiceNow
• Jira Service Management
• Remedy
• ManageEngine

Required Qualifications

• Diploma or Bachelor's Degree in:
  • Computer Engineering
  • Information Technology
  • Network Engineering
  • Telecommunications
  • Related discipline

Preferred Certifications

• Cisco Certified Network Associate (CCNA)
• CompTIA Network+
• Fortinet NSE (Entry Level)
• Aruba Certified Associate (ACA)
• ITIL Foundation

Experience

• 0–2 years of experience in:
  • Network Operations Center (NOC)
  • Service Desk
  • Managed Services
  • Enterprise Network Support
  • Data Center Operations

Fresh graduates with strong networking knowledge are encouraged to apply.

Key Competencies

Technical

• Network troubleshooting
• Problem analysis
• Incident management
• Configuration verification
• Documentation

Soft Skills

• Excellent communication skills
• Customer service orientation
• Team collaboration
• Analytical thinking
• Time management
• Attention to detail
• Willingness to learn

Key Performance Indicators (KPIs)

KPI Target

SLA Compliance- 98%

First Response Time Within SLA

Ticket Resolution Accuracy- 95%

Escalation Quality 100% complete documentation

Customer Satisfaction (CSAT)- 4.5/5

Documentation Accuracy 100%

Change Success Rate- 98%

Knowledge Base Contributions Monthly

Working Conditions

• 24×7 shift rotation (if supporting a NOC environment)
• On-call support when required
• Occasional after-hours maintenance
• Work at customer sites and data centers as needed
• Ability to lift and install network equipment (up to approximately 20 kg) where required and in accordance with workplace safety guidelines
• Travel within the region may be required

This job scope is well suited for enterprise organizations, managed service providers (MSPs), financial institutions, and data center environments, with responsibilities aligned to a Level 1 Network Engineer supporting daily operations, incident response, and basic network implementation.