Network Escalation Engineer

ScalableOS; Makati; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

ScalableOS is seeking a Network Escalation Engineer to deliver remote technical support for clients focused on network infrastructure. You will troubleshoot, upgrade firmware, and mentor team members while maintaining thorough documentation and client satisfaction.

The role requires MSP experience, CCNA/CCNP certifications, and a solid understanding of OSI models and network technologies. Join a fast-paced, client-focused team in Manila, with after-hours flexibility as needed.

Qualifications

• Bachelor’s degree with at least 4 years in network engineering or equivalent.
• MSP experience preferred.
• CCNA and/or CCNP certifications required or in progress.

Responsibilities

• Provide remote technical support and network troubleshooting for clients.
• Mentor engineers and provide escalation support to the team.
• Perform firmware upgrades and reconfigurations of network devices.
• Document tickets and maintain service records accurately.
• Conduct regular network assessments and recommend improvements.

Skills

Communication

Teamwork

Time management

Initiative

Confidence

Commitment

Enthusiasm

Flexibility

Mentoring

Education

Bachelor’s degree

4+ years experience

Tools

Network diagnostic tools

Job description

• State/Province National Capital Region (Manila)
• Country Philippines

About Us

At ScalableOS, we're redefining offshoring by connecting growth-focused businesses with top talents across the Philippines. Our expertise is in providing top-tier talent for IT companies, with a strong focus on Managed Service Providers (MSPs), Tax & Accounting, and other industries. To continue delivering exceptional results, we’re looking for passionate individuals ready to make an impact and thrive in a team built on trust, integrity, and excellence. Join us as we drive continuous growth and scalability. Your next big opportunity starts here!

Job Description

SUMMARY

The Network Escalation Engineer is responsible for providing quality services and solutions to our clients while maintaining a high level of client satisfaction.You will provide remote technical support, troubleshooting, and administration to company clients focused on the technology category of network infrastructure.

JOB RESPONSIBILITIES

• Provide technical support, remote help desk services, and consultative recommendations to billable and non-billable Company clients focused on the following networking technologies: firewalls; routers; switches; access points.
  
• Troubleshoot networks to correct malfunctions and other operational problems.
  
• Act as a mentor and technical support advisor for team by assisting with escalated issues. Provide troubleshooting, coaching, and training for team members to enhance their ability to handle similar situations in the future.
  
• Perform network maintenance tasks such as firmware and code upgrades, as well as reconfigurations of network devices to align with best practices.
  
• Identify reoccurring issues in client’s environment and proactively provide recommendations to improve efficiency, performance, and reliability of client’s network.
  
• Accurately maintain documentation and comply with service administrative procedures, ticket updates, time entries and timesheets.
  
• Perform network assessments.
  
• Make recommendations on the configurations of network management software and the software platforms administered through the managed services NOC.
  
• Stay up to date with relevant state-of-the-art technology, equipment, and/or systems.
  
• Function collaboratively as part of a fast-paced, client-oriented team.
  
• Maintain support desk expectations of time entry details and communication standards.
  
• Participate afterhours work as required.
  
• Attend required company and department meetings.
  
• Act in accordance with Company policies and procedures as set forth in the Employee Handbook.
  
• Perform other related duties as assigned.
  

QUALIFICATIONS

• Bachelor’s degree and four years of relevant experience; or equivalent combination of education and experience.
  
• Previous MSP experience preferred.
  
• Current high level industry recognized certifications including one or more of the following: CCNA, CCNP.
  
• Solid understanding of network technologies and the OSI model.
  
• Proficiency with network diagnostic, management, and diagram tools.
  
• Communication – Must possess strong communication skills in working with technical and non-technical people, and the ability to develop and maintain collaborative relations among all levels of an organization.
  
• Commitment – This is needed to see a project or task from start to finish. Showing that you are a hard worker and committed to your job and improving yourself shows you can take something on and finish it.
  
• Initiative – Being able to demonstrate that you can handle problems on your own and deal with them. Not waiting to be told what to do when you see a problem. If you can’t solve it yourself, go find someone who can.
  
• Confidence – When you are assured of your own ability, it shows. You may however need assistance for the tough situations that can arise.
  
• Teamwork – The ability to work with others on a combined task, make contributions to the task, and share the responsibility of the outcome.
  
• Time Management – Your ability to prioritize several tasks and keep them running simultaneously (multitasking). Also being able to recognize and respond to changing priorities in order to meet deadlines.
  
• Enthusiasm – You need to be able to motivate yourself.
  
• Flexibility – Adapt to changes in the work environment. Change approach or method to best fit the situation.