Level 3 (L3) Network Technical Support Engineer

CallTek; Philippines; On-site; PHP 720,000 - 1,200,000; Full time

Job summary

CallTek is seeking a skilled Level 3 Technical Support Engineer to lead advanced network troubleshooting in hospitality environments. You will handle complex LAN/WAN, VLAN, routing, switching, and firewall configurations across MikroTik, Aruba, Ruckus, Cambium, and Fortinet platforms.

You will mentor junior engineers, optimize headend equipment, and drive proactive improvements with strong cross‑team collaboration. This role focuses on high‑density guest networks and secure segmentation.

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.
• Experience 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.
• Excellent troubleshooting, analytical, and problem‑solving skills.
• Strong communication 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, Ruckus, Cambium, Fortinet networks.
• Maintain detailed technical documentation, network diagrams, and troubleshooting guides.
• Mentor L1 and L2 engineers and share network best practices.
• Drive automation and efficiency initiatives in network operations.

Skills

Network engineering

VLANs

Routing

Switching

Firewall policies

Wireless design

Troubleshooting

Hospitality networks

Analytical thinking

Communication

Tools

MikroTik

Aruba

Ruckus

Cambium

Fortinet

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.

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