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 ResponsibilitiesNetwork Troubleshooting & SupportTroubleshoot 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 ManagementImplement, 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 ManagementHandle 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 DisciplineDocument 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.
RequirementsMinimum 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 SkillsStrong 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 SkillsStrong 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 HaveExperience 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