L1 Support Engineer – Network Monitoring

The Opportunity.

We are seeking a Level 1 Support Engineer – Network Monitoring to oversee network health, performance, and incident response in a 24/7 operations environment. The ideal candidate has 1–5 years of experience in NOC or network support, with a solid understanding of Layer 2/3 networking and familiarity with tools like SolarWinds and ticketing systems. This role involves proactive monitoring, first-level troubleshooting, documentation, and coordination with internal teams and vendors to ensure timely resolution and continuous service reliability.

The Role.

Monitoring & Routine Operations

• Proactively monitor the health, availability, and performance of all network devices and NPMD (Network Performance Monitoring and Diagnostic) systems, including those not delivered by Fujitsu.
• Monitor data center network capacity and utilization, ensuring thresholds are not exceeded.
• Perform recurring operational tasks (e.g., configuration backups, script executions) as scheduled or requested with proper approvals.
• Provide timely updates and network health-check reports via SMS, chat tools, email, or dashboards.

Ticket Management & First-Level Resolution

• Handle incoming tickets from UTS or other ticketing systems; monitor for new entries every 10 minutes.
• Validate, isolate, and provide first-level resolution for Incidents, Inquiries, and Service Requests.
• Escalate to Level 2 or coordinate with Third-Party Vendors as necessary.
• Document status updates and resolutions within the agreed SLA and communication protocols.

Coordination & Communication

• Serve as the single point of contact for network concerns from stakeholders.
• Ensure coordination across internal and external support teams during incidents and maintenance.
• Monitor recurring incident patterns and contribute to continuous improvement by updating the internal Knowledge Base and documentation.

Documentation & Knowledge Management

• Assist in developing and maintaining up-to-date playbooks, runbooks, operating procedures, network diagrams, and shift handover reports.
• Ensure all incidents and resolutions are logged accurately and clearly in internal documentation and systems.

Basic Troubleshooting & Technical Acumen

• Perform initial diagnostics using logs, basic command-line tools, or available monitoring dashboards.
• Understand the basics of routers, switches, firewalls, load balancers, and SolarWinds monitoring tools.
• Execute predefined isolation procedures and known workarounds to restore service.

The Expertise.

• Graduate of Computer Engineering, Information Technology, or any related field
• At least 1–3 years of experience in NOC/IT/Network support or monitoring role
• Basic understanding of Layer 2/3 networking concepts (TCP/IP, VLANs, routing, etc.)
• Familiarity with SolarWinds, ticketing systems, and network documentation tools is preferred
• Strong problem-solving skills, attention to detail, and the ability to follow processes and escalation protocols
• Willing to work in a 24/7 shift schedule including weekends and holidays
• Good communication skills and ability to work under pressure in a highly structured environment

About us.

Thakral One is a consulting and technology services company headquartered in Singapore, with a pan-Asian presence. We focus primarily around technology-driven consulting, adoption of value-added bespoke solutions, enabling enhanced decision support through data analytics, and embracing possibilities in the cloud. We are heavily inclined towards building capabilities collaboratively with clients and believe strongly in improving grounded and practical outcomes. This approach is possible through our partnership with leading global technology providers and internal R&D teams. Our clients come from Financial Services, Banking, Telco, Government, Healthcare, and Consumer-oriented organisations.