Level 3 (L3) Network Technical Support Engineer

CallTek; General Santos; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

CallTek in General Santos is seeking a Level 3 Technical Support Engineer with deep expertise in network infrastructure for hospitality environments, including wired and wireless systems.

This role serves as the highest escalation for complex network issues, requiring hands-on troubleshooting across multi-vendor platforms and the configuration, optimization and security of LAN/WAN, VLANs, ACLs, NAT, and firewalls. You will support guest networks and captive portals while mentoring junior staff.

Qualifications

• 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.
• 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.

Responsibilities

• 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.
• 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.
• Provide expert-level support for MikroTik, Aruba Networks, Ruckus Wireless, Cambium Networks, Fortinet devices.
• Ensure interoperability and optimal performance across diverse platforms.
• Perform deep technical analysis to identify root causes of recurring network issues.
• Implement long-term fixes and improvements to enhance network stability and performance.
• 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 for secure network segmentation.
• Monitor network health, performance, and security.
• Proactively identify risks and prevent potential outages or service degradation.
• Act as the final escalation point for unresolved L1/L2 issues.
• Coordinate with vendors and third-party providers for advanced troubleshooting and resolution.
• Maintain detailed technical documentation, network diagrams, and troubleshooting guides.
• Mentor L1 and L2 engineers and enhance team knowledge around network best practices.
• Evaluate support workflows and recommend improvements.
• Drive automation and efficiency initiatives in network operations.

Skills

LAN/WAN troubleshooting

VLANs

ACLs

Routing & Switching

Wireless design

Firewall policies

Multi-vendor support

Hospitality networks

Tools

MikroTik

Aruba

Ruckus

Cambium

Fortinet

PRTG/SolarWinds

Job description

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.

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