Level 3 (L3) Network Technical Support Engineer

CallTek; Davao City; On-site; PHP 893,000 - 1,228,000; Full time

Job summary

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

The ideal candidate brings hands-on experience with switching, routing, firewalls, and wireless networks, capable of working across MikroTik, Aruba, Ruckus, Cambium, and Fortinet platforms to ensure reliable,

Qualifications

• 5+ years of experience in network support or engineering with L3/senior level work.
• Hands-on expertise in VLANs, ACLs, routing, switching, NAT, and firewall policies.
• Wireless network design and troubleshooting across multi-vendor environments.
• Experience with hospitality or high-density guest networks is preferred.
• Strong troubleshooting, analytical and customer-facing communication skills.

Responsibilities

• Diagnose and resolve complex network issues across LAN/WAN, Wi-Fi, and security systems.
• Configure and maintain network devices including switches, APs, and firewalls.
• Perform advanced configurations such as VLANs, trunking, ACLs, QoS, and firewall rules.
• Provide expert level support for MikroTik, Aruba, Ruckus, Cambium, and Fortinet platforms.
• Document issues, create network diagrams, and mentor L1/L2 engineers.

Skills

Network support

LAN/WAN

VLANs

Routing

Switching

Firewalls

Wireless design

Troubleshooting

Customer communication

Tools

MikroTik

Aruba Networks

Ruckus Wireless

Cambium Networks

Fortinet switches/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