Level 1 (L1) Support Engineer - Network Monitoring

Role

Level 1 (L1) Support Engineer - Network Monitoring

About the Role

As a Level 1 Support Engineer under the Client's Network Infrastructure team, you will be responsible for the front-line monitoring and support of network devices and systems. This role provides essential support for alerts, incidents, and service requests, ensuring that critical infrastructure is actively monitored and disruptions are managed or escalated effectively.

Key Responsibilities

• 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.

• 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.

• 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.

• 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.

• 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.

• Graduate of Computer Engineering, Information Technology, or any related field
• At least 1-5 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

• Location: Makati, Metro Manila
• Schedule: Shift-based, 24/7 Coverage across 6 Personnel
• Employment Type: Project-based