Level 3 (L3) Network Technical Support Engineer

CallTek; Cebu City; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

CallTek seeks a Level 3 Technical Support Engineer with deep expertise in network infrastructure and hospitality environments. You will act as the highest escalation point for complex issues, performing advanced troubleshooting, configuration, and optimization of wired and wireless systems.

You will work across multi‑vendor environments, handling MikroTik, Aruba, Ruckus, Cambium, and Fortinet devices, ensuring reliable high‑performance connectivity for guest and staff networks in hospitality

Qualifications

• 5+ years in network support/engineering, with at least 2 years in an L3 or senior role.
• Hands-on experience with VLANs, ACLs, routing, NAT, and firewall policies.
• Experience with hospitality or high-density guest networks.
• Familiarity with walled garden configurations and captive portals.

Responsibilities

• Advanced Network Troubleshooting: diagnose and resolve complex LAN/WAN, Wi‑Fi, and security system issues.
• Configuration & Implementation: configure and maintain network devices, VLANs, trunking, ACLs, QoS, and firewall policies.
• Multi‑Vendor Network Support: support MikroTik, Aruba, Ruckus, Cambium, Fortinet across diverse platforms.
• Root Cause Analysis: perform deep technical analysis and implement long-term fixes.
• Hospitality Network Expertise: optimize guest and staff networks, ACLs, and captive portals.
• Monitoring & Proactive Support: monitor health, performance, and security to prevent outages.
• Escalation & Vendor Coordination: final escalation point and vendor liaison.
• Documentation & Knowledge Sharing: maintain diagrams and troubleshooting guides.
• Process Improvement: evaluate workflows and drive automation.

Skills

Network troubleshooting

Wireless network design

Cross-team collaboration

Analytical thinking

Tools

MikroTik

Aruba

Ruckus

Cambium

Fortinet switches and firewalls

Job description

We are seeking a highly skilled Level 3 (L3) Technical Support Engineer with deep expertise in network infrastructure and hospitality environments. This role serves as the highest level of escalation for complex network-related issues, including advanced troubleshooting, configuration, and optimization of wired and wireless systems.

The ideal candidate is a hands-on technical expert with strong experience in switching, routing, firewalls, and wireless networks, capable of working across multi-vendor environments and ensuring reliable, high-performance connectivity.

About the Role

We are seeking a highly skilled Level 3 (L3) Technical Support Engineer with deep expertise in network infrastructure and hospitality environments. This role serves as the highest level of escalation for complex network-related issues, including advanced troubleshooting, configuration, and optimization of wired and wireless systems.

The ideal candidate is a hands-on technical expert with strong experience in switching, routing, firewalls, and wireless networks, capable of working across multi-vendor environments and ensuring reliable, high-performance connectivity.

Key Responsibilities

Advanced Network Troubleshooting

• Diagnose and resolve complex issues related to network infrastructure, including LAN/WAN, Wi-Fi, and security systems
• Handle escalations involving VLANs, routing, switching, firewall rules, and network segmentation
• Troubleshoot performance issues, packet loss, latency, and connectivity disruptions

Configuration & Implementation

• Configure and maintain network devices, including switches, wireless access points, and firewalls
• Perform advanced configurations such as VLAN setup, trunking, ACLs, QoS, and firewall policies
• Support headend equipment configuration and optimization

Multi-Vendor Network Support

• Provide expert-level support for
  • MikroTik (routing, firewall, scripting)
  • Aruba Networks
  • Ruckus Wireless
  • Cambium Networks
  • Fortinet (switches & firewalls)
• Ensure interoperability and optimal performance across diverse platforms

Root Cause Analysis

• Perform deep technical analysis to identify root causes of recurring network issues
• Implement long-term fixes and improvements to enhance network stability and performance

Hospitality Network Expertise

• Support and optimize hospitality network environments, including guest and staff networks
• Manage walled garden configurations, ensuring proper access for guest onboarding portals
• Implement and maintain ACLs (Access Control Lists) for secure network segmentation

Monitoring & Proactive Support

• Monitor network health, performance, and security
• Proactively identify risks and prevent potential outages or service degradation

Escalation & Vendor Coordination

• Act as the final escalation point for unresolved L1/L2 issues
• Coordinate with vendors and third-party providers for advanced troubleshooting and resolution

Documentation & Knowledge Sharing

• Maintain detailed technical documentation, network diagrams, and troubleshooting guides
• Mentor L1 and L2 engineers and enhance team knowledge around network best practices

Process Improvement

• Evaluate support workflows and recommend improvements
• Drive automation and efficiency initiatives in network operations

Requirements

Qualifications & Requirements

• 5+ years of experience in network support or network engineering, with at least 2 years in an L3 or senior role
• Strong hands-on expertise in
  • VLANs, ACLs, routing, switching, NAT, and firewall policies
  • Wireless network design and troubleshooting
• Proven experience working with
  • MikroTik
  • Aruba, Ruckus, Cambium
  • Fortinet switches and firewalls
• Experience supporting hospitality or high-density guest network environments
• Familiarity with walled garden configurations and captive portals
• Strong troubleshooting, analytical, and problem-solving skills
• Excellent communication skills for customer and cross-team collaboration

Preferred Qualifications

• Certifications such as CCNP, Fortinet NSE, Aruba ACMP/ACSP, Ruckus, Meraki or MikroTik MTCNA/MTCRE.
• Knowledge of network monitoring tools (e.g., PRTG, SolarWinds, or similar)
• Knowledge of scripting/automation (e.g., Python, Bash)
• Understanding of ITIL processes and incident management