Tier 3 Network Support Engineer

About the job

Role Summary

Our client is a well-established and reputable technology leader in Singapore, specializing in complex enterprise solutions and digital transformation. They are seeking a motivated Tier 3 Network Engineer to join their Enterprise Infrastructure Division.

Acting as the highest technical escalation point, you will provide advanced support, troubleshoot complex infrastructure issues, and drive vendor cases to resolution. Beyond operations, you will champion team capability by mentoring junior engineers, delivering technical training, and establishing documentation and best practices. The ideal candidate brings deep enterprise expertise across networking, security, wireless, and data center environments.

Key Responsibilities

1. Technical Support & Operations

• Provide Tier 3 technical support for customers' enterprise network infrastructure.

• Act as the final technical escalation point for complex incidents beyond Tier 1 and Tier 2 support.

• Perform advanced troubleshooting, fault isolation, patching and root cause analysis to restore services within agreed service levels.

• Work closely with engineers and customers to resolve technical issues and provide timely updates.

• Open, manage, and drive TAC cases with principal vendors until successful resolution.

• Coordinate with vendors during critical incidents and product defects.

• Collaborate with Customer Success Managers to meet contractual service deliverables and operational requirements.

2. Training & Technical Development

• Plan, develop, and deliver technical training sessions for Tier 1 and Tier 2 engineers to enhance their technical competency.

• Design and maintain structured training materials, laboratory exercises, and hands-on workshops covering enterprise networking and security technologies. Develop and execute test plans for new software releases, patches, and hardware platforms.

• Assess engineers' technical proficiency and recommend development plans to address knowledge gaps.

• Develop and maintain technical documentation, standard operating procedures (SOPs), knowledge base (KB) articles, troubleshooting guides, and best practices.

• Keep the engineering team informed of operational best practices through the training sessions.

Technical Competencies

Support and troubleshoot technologies including, but not limited to:

Wireless Networking • Cisco Wireless LAN Controllers and Access Points, Alcatel Wireless and Aruba Wireless

Network Monitoring • SolarWinds NPM, SolarWinds NCM, SolarWinds NTA

Cloud Networking (Hybrid / Cloud-Enabled Infrastructure)

• Basic understanding of cloud networking concepts in AWS, Microsoft Azure, or Google Cloud

• Understanding of VPC/VNet concepts, subnets, routing, and security groups (conceptual level)

• Awareness of hybrid connectivity (VPN, Direct Connect / ExpressRoute concepts)

• Willingness and ability to develop cloud networking skills as part of future infrastructure evolution

Requirements

• Cisco certifications are preferred.

• Good communication and writing skills.

• Self-motivated and able to work independently.

• Minimum 5 years of hands-on enterprise network support experience, with at least 3 years in a Tier 3 or senior network engineering role.

• Strong experience supporting LAN, WAN, WLAN, Data Center, and Network Security technologies.

• Proven experience in implementation, maintenance, troubleshooting, and break-fix activities.

• Basic knowledge of cloud networking concepts and platforms (e.g., AWS, Microsoft Azure, or Google Cloud) is preferred. Candidates with strong interest in cloud technologies and a willingness to learn will be considered.

• Experience supporting mission-critical production environments.

• Experience working in a System Integrator (SI), Managed Services, or Enterprise IT environment.

• Able to respond to critical incidents within defined SLA timelines.

• Willing to participate in rotating 24×7 standby/on-call support roster.

• Able to perform after-hours maintenance activities when required.

• Willing to work at customer sites as required.

To Apply

Please submit your resume to our recruitment team. We will be in touch with suitable candidates to discuss the opportunity in greater detail.

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