Level 3 (L3) Network Technical Support Engineer

Staff4Me; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Staff4me is seeking a Level 3 Network Technical Support Engineer to own complex escalations, specializing in multi-vendor networks across hospitality environments. You will troubleshoot LAN/WAN, VLANs, routing, switching, and security policies, mentor junior engineers, and coordinate with vendors to ensure high-performance, reliable connectivity for guest and staff networks.

Experience with MikroTik, Aruba, Ruckus, Cambium, and Fortinet is preferred; strong analytical skills and excellent

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.
• Experience with hospitality or high-density guest networks and captive portals.

Responsibilities

• Advanced Network Troubleshooting: Diagnose and resolve complex LAN/WAN, Wi-Fi, and security issues.
• Configuration & Implementation: Configure network devices, VLANs, QoS, ACLs, and firewall policies.
• Multi-Vendor Network Support: Support MikroTik, Aruba, Ruckus, Cambium, Fortinet across environments.
• Root Cause Analysis: Identify and fix recurring network issues to improve stability.
• Hospitality Network Expertise: Improve guest/staff network experiences and onboarding portals.
• Monitoring & Proactive Support: Monitor health, performance, and security; prevent outages.
• Escalation & Vendor Coordination: Final escalation point; coordinate with vendors for resolutions.
• Documentation & Knowledge Sharing: Maintain diagrams and guides; mentor L1/L2 engineers.
• Process Improvement: Suggest workflow improvements and automation.

Skills

Network troubleshooting

L3 support

VLANs

Routing

Firewall policies

MikroTik

Aruba

Ruckus

Cambium

Fortinet

Hospitality networks

Documentation

Mentoring

Tools

MikroTik RouterOS

Aruba Networks

Ruckus Wireless

Cambium Networks

Fortinet devices

Job description

Level 3 (L3) Network Technical Support Engineer

Company : Staff4me Job Type : Full Time Philippines

Job Description - Level 3 (L3) Network Technical Support Engineer

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