Network Engineer - Telecommunication - Shifting Working Arrangment

Role Overview

The L1 Network Engineer will be responsible for providing first-level network monitoring and operational support, including monitoring network alarms and events, performing initial incident triage, conducting basic fault isolation, managing tickets and service requests, and executing routine network operational procedures.

The role will act as the first point of technical response for network-related incidents. Issues that can be resolved within the engineer's defined authority should be handled at L1 level, while more complex or unresolved issues should be properly documented and escalated to the L2 support team.

This position requires strong attention to detail, good troubleshooting fundamentals, and the ability to work effectively in a rotational shift environment.

Key Responsibilities

1. Network Monitoring & Event Management

• Monitor network infrastructure, alarms, alerts, and operational events.
• Identify and respond to network abnormalities based on defined operational procedures.
• Perform initial assessment of network alarms and determine the potential impact.
• Monitor network status and identify incidents requiring further investigation or escalation.

2. Incident Management & Initial Troubleshooting

• Perform initial incident triage for network-related issues.
• Conduct basic fault isolation and troubleshooting within defined L1 responsibilities.
• Identify the nature and potential cause of incidents based on available monitoring information.
• Take appropriate corrective actions within the engineer's authorized scope.
• Escalate unresolved or complex incidents to L2 support with complete troubleshooting information.

3. Ticket Management

• Create, update, and maintain incident tickets in accordance with operational procedures.
• Ensure incidents are properly documented, including symptoms, troubleshooting steps, actions taken, and escalation details.
• Follow up on open tickets and ensure appropriate status updates are maintained.
• Maintain accurate records of network incidents and operational activities.

4. Service Request Fulfilment

• Handle assigned network-related service requests.
• Execute standard service requests in accordance with established procedures.
• Ensure service requests are completed accurately and within the defined process.

5. Routine Network Operations

• Execute routine operational procedures and standard network support activities.
• Follow established operational guidelines, escalation procedures, and work instructions.
• Support day-to-day network operations and maintain service continuity.
• Coordinate with relevant support teams when operational issues require further assistance.

6. Escalation to L2

• Resolve issues that fall within the defined L1 authority and technical scope.
• Escalate issues to L2 when they cannot be resolved at L1 level.
• Provide clear and complete information during escalation to facilitate faster resolution.
• Follow the defined escalation and incident management process.

Requirements

Education

• Bachelor's degree or equivalent in Computer Science, Information Technology, Telecommunications, Networking, or a related field is preferred.

Experience

• 1–3 years of relevant experience in network operations, network support, NOC, or a similar environment.
• Experience with network monitoring and incident management is preferred.
• Experience working in a NOC / Network Operations environment would be advantageous.

Technical Skills

Candidates should have a fundamental understanding of:

• Network monitoring
• Network alarms and event management
• Incident triage
• Basic network troubleshooting
• Fault isolation
• Ticket / incident management
• Service request fulfilment
• Network operational procedures
• Incident escalation processes

Specific technology requirements such as Cisco, Juniper, routing & switching, TCP/IP, LAN/WAN, firewall, CCNA, monitoring tools, ServiceNow, SolarWinds, etc. were not included in the client brief and should therefore be confirmed before adding them as mandatory requirements.

Soft Skills

• Good analytical and troubleshooting skills.
• Strong attention to detail.
• Able to follow established procedures and operational guidelines.
• Good communication and coordination skills.
• Able to document incidents and troubleshooting activities clearly.
• Comfortable working in a structured operational environment.
• Able to work effectively under a rotational shift schedule.

Work Schedule

The role operates on a rotational shift basis:

Morning Shift

09.00 WIB - 18.00 WIB

Afternoon Shift

15.00 WIB - 24.00 WIB