Network Support Engineer L3

Hollybank Trustees Ltd; Philippines; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Remote work from home

24x7 global support

Job summary

Xalient in the Philippines is seeking an experienced Level 3 Network Support Engineer to join a global 24x7 practice. You will resolve complex incidents across LAN, WAN, Wi-Fi and security tech, guiding multi-vendor environments and delivering expert direction during major incidents for managed services customers.

You’ll work in a rotating shift, mentor junior engineers, contribute to root cause analysis, and maintain clear documentation and handovers to ensure consistent service delivery.

Qualifications

• 5+ years in senior technical support or engineering in 24x7 environments.
• Advanced enterprise networking and security knowledge across multi-vendor platforms.
• Experience handling major incidents and root cause analysis.
• Familiarity with NAC solutions and ITIL processes.

Responsibilities

• Resolve complex network incidents across LAN, NAC, SD-WAN, Wi-Fi, and security tech.
• Act as senior escalation point for major incident resolution.
• Participate in 24x7 shift rota and on-call schedule.
• Identify recurring issues and perform root cause analysis.
• Maintain accurate incident records and change logs.
• Mentor junior engineers and support onboarding.
• Ensure shifts handover and SLA adherence.

Skills

Senior networking

Incident handling

Shift work

Mentoring

Documentation

Education

ITIL Foundation desirable

Cisco CCNP/CCIE Enterprise Infrastructure

Fortinet FCSS/FCX

Aruba ACP/ACSDP/ACMX

Tools

LogicMonitor

Aruba ClearPass

Cisco ISE

Fortinet Firewalls

Zscaler

Job description

Competitive salary, remote working from home plus other benefits

The Level 3 Network Support Engineer reports to the Network Support Team Lead and the Network Security Support Manager. This role operates within a global 24x7 support squad that includes Level 1 and 2 engineers, a Squad Lead and an Incident Manager working in 12-hour rotating shifts (4 days ON, 4 days OFF).

As the most technically advanced position in the squad, the engineer is responsible for resolving complex incidents involving LAN, NAC, (SD-)WAN, Wi-Fi and network security technologies across multi-vendor environments, and provides expert direction during major incidents for Xalient’s managed services customers.

The primary focus is on resolving critical escalated issues, with lower-priority tasks handled when incident activity allows. The role follows a rotating shift pattern that includes weekends, bank holidays and religious or non-religious festivals, along with participation in an out-of-hours on-call rota.

Responsibilities also include contributing to root cause analysis, identifying recurring trends and recommending improvements to configuration, processes, documentation and tooling. The engineer supports onboarding, mentors junior staff and ensures clear documentation and handovers to maintain consistent service delivery.

What you’ll be doing

• Resolve complex network incidents across LAN, NAC, (SD-)WAN, Wi-Fi and network security technologies, ensuring timely resolution in line with SLA commitments
• Act as the senior technical escalation point within the squad, supporting major incident resolution with expert-level troubleshooting and clear communication
• Participate in a 24x7x365 shift rota and out-of-hours on-call schedule to maintain consistent support coverage for critical services
• Contribute to service improvement by identifying recurring issues, performing root cause analysis and recommending enhancements to tools, processes and documentation
• Maintain accurate technical documentation, including incident records, change logs, network diagrams and internal knowledge base articles
• Mentor and support junior engineers, contributing to onboarding and sharing technical expertise to strengthen team capability
• Prioritise incident response over non-urgent tasks to adhere to defined SLAs, maintain high service availability and ensure detailed shift handovers.

Requirements

• Minimum 5 years of experience in senior technical support or engineering within a 24x7 managed services, ISP or enterprise NOC environment.
• Advanced expertise in enterprise networking and security across multi-vendor platforms including Aruba (LAN, NAC & Silver Peak SD-WAN), Fortinet, Palo Alto, Cisco and Zscaler.
• Proven ability to troubleshoot and resolve complex incidents in high-pressure situations, including experience handling major incidents and root cause analysis.
• Experience with NAC solutions such as Aruba ClearPass or Cisco ISE, with a solid understanding of RADIUS and TACACS+
• Strong understanding of networking protocols, encryption, segmentation, cloud connectivity, NAC, SD-WAN, and SASE/SSE technologies.
• Excellent communication, documentation and mentoring skills with a proactive approach to knowledge sharing and supporting junior engineers.
• Comfortable working in shift-based operations with ITIL-based processes, and experienced in using monitoring and configuration tools such as LogicMonitor.

Education

• ITIL Foundation certification is desirable, or a demonstrable understanding of incident, change, and problem management processes in an ITIL-aligned environment.
• Minimum of one expert-level certification or multiple advanced-level certifications, including:
• Cisco CCNP/CCIE (Enterprise Infrastructure, Security)
• Fortinet FCSS or FCX
• Aruba ACP – Switching/ACSX/ACMP/ACMX
• Silver Peak/Aruba EdgeConnect ACSDP or ACDSX
• Vendor-specific SD-WAN and cloud networking certifications are strongly preferred.

Company Description

Xalient is a global boutique specialising in the convergence of identity-driven security and secure networking. We help the world’s leading enterprises stay secure, connected, and ready for the future - bringing together deep technical expertise, business insight, and AI-powered innovation to solve the complex challenges of modern digital businesses.

Independent by design and driven by a passion for exceptional service, Xalient combines global reach with the agility and customer intimacy of a boutique provider. Our advisory, professional, and managed services teams operate across the UK, US, EMEA and Asia - delivering fast, tangible outcomes and long-term impact.

Xalient is trusted by forward-thinking enterprises to reduce risk, optimise performance, and navigate today’s digital complexity with confidence.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age.