Provides first-line support for enterprise network infrastructure by monitoring network health, troubleshooting LAN, WAN, VPN, wireless, and Internet connectivity issues, managing incidents and service requests, and escalating complex problems. Supports network installations, preventive maintenance, approved changes, documentation, security compliance, and customer communications. The role operates in managed services or NOC environments, may involve 24/7 shifts and on-call support, and requires familiarity with networking fundamentals, monitoring systems, ITSM tools, and major network vendors.
Position: Level 1 Network EngineerWorking Conditions
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 Responsibilities1. 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.
- 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.
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
Assist senior engineers with:
- Switch installation
- Router installation
- Firewall deployment
- Rack & Stack activities
- Cable patching
- Equipment labelling
- Asset verification
- Power-on testing
- Perform scheduled maintenance activities.
- Verify backup configurations.
- Check hardware status.
- Replace failed network components under supervision.
- Verify environmental conditions in communication rooms.
Maintain accurate documentation including:
- Network diagrams
- IP address inventory
- Device inventory
- Configuration backups
- Change records
- Incident logs
- Standard Operating Procedures (SOPs)
- Participate in approved network changes.
- Follow Change Management procedures.
- Validate successful implementation.
- Perform post-change verification.
- Roll back changes if instructed.
- Provide professional technical support to end users.
- Communicate incident status clearly.
- Maintain high customer satisfaction.
- Participate in customer bridge calls when required.
- Follow IT security policies.
- Report security incidents immediately.
- Support vulnerability remediation activities.
- Ensure network devices comply with organizational standards.
- Participate in technical training.
- Develop networking knowledge.
- Contribute to knowledge base articles.
- Suggest operational improvements.
- TCP/IP
- OSI Model
- IPv4 / IPv6
- DNS
- DHCP
- NAT
- VLAN
- STP
- Trunking
- Routing fundamentals
- Switching fundamentals
- LAN
- WAN
- MPLS
- SD-WAN (basic understanding)
- VPN
- Wireless Networking
- Cisco
- Aruba
- Juniper
- Fortinet
- Palo Alto
- HPE Networking
- Windows Server (basic)
- Linux (basic)
- Microsoft Windows
- macOS
- SolarWinds
- PRTG
- Zabbix
- LogicMonitor
- Cisco DNA Center
- ThousandEyes (preferred)
- ServiceNow
- Jira Service Management
- Remedy
- ManageEngine
- Diploma or Bachelor's Degree in:
- Computer Engineering
- Information Technology
- Network Engineering
- Telecommunications
- Related discipline
- Cisco Certified Network Associate (CCNA)
- CompTIA Network+
- Fortinet NSE (Entry Level)
- Aruba Certified Associate (ACA)
- ITIL Foundation
- 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 CompetenciesTechnical- Network troubleshooting
- Problem analysis
- Incident management
- Configuration verification
- Documentation
- Excellent communication skills
- Customer service orientation
- Team collaboration
- Analytical thinking
- Time management
- Attention to detail
- Willingness to learn
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
- 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.
Black Box Singapore, Singapore, SGP Office
151 Lorong Chuan, #02-01A, New Tech Park, Singapore, Singapore, 556741
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