ViewQwest is an award-winning provider of connectivity, managed network, and cybersecurity services. Founded in Singapore in 2001, we operate across multiple countries, connecting businesses and consumers globally with secure, high-performance network solutions and premium broadband services.
Join a team that is shaping what better and safer internet should look like. At ViewQwest, you will have the opportunity to do meaningful work, grow with a high-performing team, and help power the digital future across Asia and beyond.
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
- 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
- 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, escalate, 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
