Managed Services Engineer

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