Position: Level 1 Network Engineer
Department: Network Operations / Managed Services
Location: Singapore (or as applicable)
Reports To: Network Team Lead / Network Operations Manager
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)
KPITargetSLA Compliance≥98%First Response TimeWithin SLATicket Resolution Accuracy≥95%Escalation Quality100% complete documentationCustomer Satisfaction (CSAT)≥4.5/5Documentation Accuracy100%Change Success Rate≥98%Knowledge Base ContributionsMonthly
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.
