IT Support & NOC Agent - Tier 3

ARC PH; Davao City; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

ARC PH IT is seeking an IT Support & NOC Agent - Tier 3 to act as the highest escalation within client environments. You will resolve complex issues, oversee monitoring, incident response, and drive infrastructure improvements across networks and systems.

The role combines deep technical expertise with proactive operations, root cause analysis, automation, and collaboration with Tier 1/2 teams, vendors, and field staff to ensure uptime and service quality in a demanding setting.

Qualifications

• Experience in network operations or NOC roles.
• Experience incident management and escalation.
• Able to coordinate with field techs and vendors.
• Strong problem-solving and communication skills.
• Bachelor's degree in CS/IT or related field.
• Preferred CCNA/CCNP or equivalent certifications.

Responsibilities

• Monitor networks using SolarWinds, PRTG, Nagios, Zabbix.
• Respond to alerts within SLAs and manage incidents.
• Lead root cause analysis and preventive actions.
• Coordinate with vendors and field technicians for escalations.
• Maintain network documentation and RCA reports.

Skills

TCP/IP & routing

Networking hardware

Monitoring tools

Wireshark/tcpdump

SD-WAN & VPN

PMS hospitality tech

Team mentoring

Education

Bachelor's degree in CS/IT or related

CCNA/CCNP or equivalent (preferred)

Tools

SolarWinds

PRTG

Nagios

Zabbix

Cosmos

Wireshark

tcpdump

Job description

The IT Support & NOC Agent - Tier 3 serves as the highest level of technical escalation within a client environment. This role is responsible for resolving complex, high-impact issues while also providing advanced monitoring oversight, incident response leadership, and infrastructure improvement across client environments.

This position combines deep technical expertise with proactive operational responsibility, ensuring system stability, performance, and reliability. The Tier 3 Engineer plays a key role in root cause analysis, automation, monitoring strategy, and technical leadership while supporting both reactive escalations and proactive service delivery.

• Key ResponsibilitiesNetwork Monitoring & PerformanceMonitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and other proprietary monitoring systems like Cosmos
• Analyze performance trends, bandwidth, latency, packet loss, and KPIs
• Maintain monitoring thresholds, alert policies, and SLA metrics

Incident & Problem Management

• Respond to alerts and outages within SLA timeframes
• Perform triage, diagnosis, and manage incident lifecycle
• Conduct root cause analysis and document lessons learned
• Track trends and recommend preventive measures
• Serve as primary escalation point for Tier 1 and Tier 2 support agent teams.
• Escalate complex issues to Tier 4 engineers and specialized teams
• Coordinate vendor support and facilitate bridge calls during major incidents
• Manage communication between technical teams, management, and stakeholders

Network Operations & Maintenance

• Execute firmware updates, patches, and configuration changes
• Configure routers, switches, firewalls, load balancers, wireless controllers
• Implement VLANs, access control policies, and VPN connections
• Perform change management and maintenance window activities

Troubleshooting & Support

• Resolve issues across LAN, WAN, MPLS, SD-WAN, wireless networks
• Troubleshoot routing/switching (BGP, OSPF, EIGRP, STP)
• Analyze traffic using Wireshark, tcpdump, or other
• Address DNS, DHCP, firewall, NAT, and VoIP issues
• Work on SSID requests, conference issues and other special requests

Systems & MSP Support

• Solve complex Windows/macOS issues and lead Root Cause Analysis for recurring problems.
• Architect and manage Hybrid Active Directory, Azure/Entra ID, and the full Microsoft 365 suite.
• Help build advanced scripts (PowerShell) and RMM workflows to automate manual tasks and monitoring.
• Oversee EDR security deployments and lead disaster recovery operations.

Security Operations & Compliance

• Monitor security event logs and SIEM alerts for potential threats or breaches
• Implement and maintain network security policies and access control lists (ACLs)
• Respond to security incidents and coordinate with security operations team
• Perform security vulnerability assessments on network devices
• Ensure compliance with organizational security standards and regulatory requirements
• Maintain audit logs and documentation for compliance reporting
• Participate in security incident response procedures

Field Technician Coordination & Dispatch

Work with field technicians and coordinate tech dispatches for:

• PMS (Property Management System) troubleshooting and connectivity issues
• WiFi site surveys, coverage analysis, and wireless optimization
• 3rd party vendor troubleshooting including video, VoIP, Conference Room Technology
• Coordinate on-site troubleshooting activities and vendor escalations
• Maintain network documentation, topology diagrams, SOPs
• Create post-incident and RCA reports
• Participate in capacity planning and continuous improvement initiatives
• Work closely with Engineering, logistics, equipment and third party vendors as new equipment and technologies are integrated with the production network

Required QualificationsTechnical Skills

• TCP/IP, routing protocols, VLANs, QoS
• Cisco, Ruckus, Aruba/HP, Meraki routers, switches and wireless controllers
• Monitoring tools (SolarWinds, PRTG, Nagios, Zabbix, and other proprietary monitoring systems like Cosmos)
• Wireshark, tcpdump, packet analysis
• VPN, SD-WAN, load balancers, wired (ethernet and fiber) and wireless networking
• Property Management Systems (PMS) and hospitality technology (preferred)

Certifications

• Preferred: CCNA, CCNP, Ruckus Certified, Aruba Certified, Meraki Certified or other networking related certifications (CompTIA Network+, CWNA, Fortinet NSE)

Experience

• 2+ years network operations or NOC experience
• Incident management and escalation handling
• Experience coordinating with field technicians and dispatch operations

Soft Skills

• Strong communication and problem-solving abilities
• Team collaboration and mentoring skills
• Time management and prioritization

Education

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience