Network Operations Center - Tier 3

CallTek; Cebu City; On-site; PHP 400,000 - 700,000; Full time

Job summary

CallTek in Cebu City is seeking a Tier 3 IT Support & NOC Agent to serve as the highest level of technical escalation, resolving complex issues and leading incident response for client environments.

The role blends deep technical expertise with proactive operations, monitoring strategy, root cause analysis, automation, and cross-team collaboration to ensure system stability and reliability.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field or equivalent work experience.
• 2+ years of network operations or NOC experience.
• Incident management and escalation handling.
• Experience coordinating with field technicians and dispatch operations.
• Knowledge of TCP/IP, routing protocols, VLANs, QoS.

Responsibilities

• Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and Cosmos.
• Respond to alerts and outages within SLA timeframes; manage incident lifecycle.
• Perform root cause analysis and document lessons learned.
• Coordinate with field technicians and vendor support during major incidents.
• Configure networking gear and perform firmware updates as needed.
• Maintain network documentation and SOPs; support security operations and compliance.

Skills

Communication

Problem solving

Team collaboration

Mentoring

Calm under pressure

Education

Bachelor's degree in CS/IT or related field

Tools

SolarWinds

PRTG

Nagios

Zabbix

Cosmos

Wireshark

tcpdump

Cisco

Ruckus

Aruba/HP

Meraki

Cisco ASA/ Fortinet/ Watchguard Firewalls

VPN

SD-WAN

Load balancers

Job description

The Tier 3 IT Support & NOC Agent serves as the highest level of technical escalation within a client environment. This roleis responsible forresolving complex, high-impact issues while also providing advanced monitoring oversight, incident response leadership, and infrastructure improvement across client environments.

This position combines deep technicalexpertisewith proactive operational responsibility, ensuring system stability, performance, and reliability. The Tier 3 Engineer plays a key role in root cause analysis, automation, monitoring strategy, and technical leadership while supporting both reactive escalations and proactive service delivery.

Key Responsibilities

Network Monitoring & Performance

• Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and other proprietary monitoring systems like Cosmos

• Analyze performance trends, bandwidth, latency, packet loss, and KPIs

• Maintain monitoring thresholds, alert policies, and SLA metrics

Incident & Problem Management

• Respond to alerts and outages within SLAtimeframes

• Perform triage, diagnosis, and manage incident lifecycle

• Conduct root cause analysis and document lessons learned

• Track trends and recommend preventive measures

Escalation Management

• Serve asprimaryescalation point for Tier 1 and Tier 2 supportagentteams.

• Escalate complex issues to Tier 4 engineers and specialized teams

• Coordinate vendor support andfacilitatebridge calls during major incidents

• Manage communication between technical teams, management, and stakeholders

Network Operations & Maintenance

• Execute firmware updates, patches, and configuration changes

• Configure routers, switches, firewalls, load balancers, wireless controllers

• Implement VLANs, access control policies, and VPN connections

• Perform change management and maintenance window activities

Troubleshooting & Support

• Resolve issues across LAN, WAN, MPLS, SD-WAN, wireless networks

• Troubleshoot routing/switching (BGP, OSPF, EIGRP, STP)

• Analyze traffic using Wireshark,tcpdump, or other

• Address DNS, DHCP,firewall, NAT, and VoIP issues

• Work on SSID requests, conferenceissuesand other special requests

Systems & MSP Support

• Solve complex Windows/macOS issues and lead Root Cause Analysis for recurring problems.

• Architect and manage Hybrid Active Directory, Azure/Entra ID, and the full Microsoft 365 suite.

• Help build advanced scripts (PowerShell) and RMM workflows to automate manual tasks and monitoring.

• Oversee EDR security deployments andlead disasterrecovery operations.

Security Operations & Compliance

• Monitor security event logs and SIEM alerts for potential threats or breaches

• Implement andmaintainnetwork security policies and access control lists (ACLs)

• Respond to security incidents and coordinate with security operations team

• Perform security vulnerability assessments on network devices

• Ensure compliance with organizational security standards and regulatory requirements

• Maintain audit logs and documentation for compliance reporting

• Participate in security incident response procedures

Field Technician Coordination & Dispatch

Work with field technicians and coordinate tech dispatches for:

• PMS (Property Management System) troubleshooting and connectivity issues

• WiFisite surveys, coverage analysis, and wireless optimization

• 3rd party vendor troubleshooting including video, VoIP, Conference Room Technology

• Coordinate on-site troubleshooting activities and vendor escalations

Documentation & Collaboration

• Maintain network documentation, topology diagrams, SOPs

• Create post-incident and RCA reports

• Participate in capacity planning and continuous improvement initiatives

• Work closely with Engineering,logistics, equipment andthird partyvendors as new equipment and technologies are integrated with the production network

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field, orequivalent work experience.

• 2+ years of network operations or NOC experience

• Incident management and escalation handling

• Experience coordinating with field technicians and dispatch operations

• TCP/IP, routing protocols, VLANs, QoS

• Cisco, Ruckus, Aruba/HP, Meraki routers,switchesand wireless controllers

• Firewalls (Cisco ASA, Fortinet, Watchguard)

• Monitoring tools (SolarWinds, PRTG, Nagios, Zabbix, and other proprietary monitoring systems like Cosmos)

• Wireshark,tcpdump, packet analysis

• VPN, SD-WAN, load balancers, wired (ethernet and fiber) and wireless networking

• Property Management Systems (PMS) and hospitality technology (preferred)

• Strong communicationand problem-solving abilities

• Calm under pressure during critical incidents

• Team collaboration and mentoring skills

• Time management and prioritization

• Preferred:CCNA, CCNP, Ruckus Certified, Aruba Certified, Meraki Certified or other networking related certifications (CompTIA Network+, CWNA, Fortinet NSE)

• Can work on site and on a shifting schedule.