Network Support Engineer (Level 3)

Xalient; Philippines; Remote; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

Remote working

Job summary

Xalient is seeking a Network Support Engineer level 3 to join our Philippines-based global team. You will resolve complex incidents across Aruba SD-WAN, LAN, Wi-Fi, and security, working within UK core hours and US Central core hours, with on-call rotation for major incidents.

You will mentor junior staff, contribute to root cause analysis, maintain documentation, and coordinate vendor escalations with HPE Aruba, Fortinet and Cisco. ITIL knowledge and expert certifications are highly valued.

Responsibilities

• Resolve complex incidents, service requests and changes across Aruba SD-WAN (EdgeConnect), Aruba LAN (ProCurve/AOS-S and AOS-CX), Aruba Wi‑Fi, Aruba Central and Aruba ClearPass, in line with SLA commitments
• Act as a senior technical escalation point for the key account, supporting major incident resolution with expert‑level troubleshooting and clear communication
• Plan and implement network changes, firmware upgrades and configuration updates in line with change management processes
• Coordinate vendor escalations with HPE Aruba, Fortinet and Cisco TAC, and review firmware releases for compatibility and risk
• 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

Job description

Competitive salary, remote working plus other benefits

We're currently looking for a number of Network Support Engineer level 3's to join our global team. You will be part of a dedicated team of Philippines-based Level 3 engineers aligned to a key account customer, working within the key operating hours of this account, while also gaining exposure to other Xalient Managed Services customers operating on the same technology stack.

You will be responsible for resolving complex incidents, service requests and changes across the customer’s LAN, SD-WAN, Wi-Fi, network access control and network security environment, which is primarily based on HPE Aruba Networking (EdgeConnect SD-WAN, ProCurve/AOS-S and AOS-CX switching, Aruba Central, Aruba ClearPass and Aruba Wi-Fi), and provides expert direction during major incidents.

The role is Monday to Friday and rotates between UK core hours (8:00 AM – 5:00 PM UK time, i.e. 3:00 PM – 12:00 AM or 4:00 PM – 1:00 AM PHT depending on daylight saving) and US Central core hours (8:00 AM – 5:00 PM CST/CDT, i.e. 9:00 PM – 6:00 AM or 10:00 PM – 7:00 AM PHT). Participation in an out-of-hours on-call rota may be required to support major or critical incidents.

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

What you’ll be doing

• Resolve complex incidents, service requests and changes across Aruba SD-WAN (EdgeConnect), Aruba LAN (ProCurve/AOS-S and AOS-CX), Aruba Wi‑Fi, Aruba Central and Aruba ClearPass, in line with SLA commitments
• Act as a senior technical escalation point for the key account, supporting major incident resolution with expert‑level troubleshooting and clear communication
• Plan and implement network changes, firmware upgrades and configuration updates in line with change management processes
• Coordinate vendor escalations with HPE Aruba, Fortinet and Cisco TAC, and review firmware releases for compatibility and risk
• 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

Requirements

• Minimum 5 years of experience in senior technical support or engineering within a managed services or enterprise NOC environment
• Extensive hands‑on experience with HPE Aruba Networking in production, including EdgeConnect (Silver Peak) SD‑WAN, ProCurve/AOS‑S and AOS‑CX switching, Aruba Central and Aruba Wi‑Fi
• Strong experience with Aruba ClearPass, including 802.1X, RADIUS/TACACS+, device profiling and policy enforcement
• Fortinet skills are highly desirable, including FortiGate firewalls, Fortinet SD‑WAN, FortiManager and FortiAnalyzer, and Cisco skills are also desirable
• Proven ability to troubleshoot and resolve complex incidents in high‑pressure situations, including major incidents and root cause analysis
• Experience supporting UK and/or US‑based customers, with the flexibility to work rotating UK and US Central core hours, Monday to Friday
• Excellent communication, documentation and mentoring skills, with a working knowledge of ITIL processes and monitoring 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. Experience with ServiceNow is desired.
• Minimum of one expert‑level certification or multiple advanced‑level certifications, with HPE Aruba Networking certifications strongly preferred, including:
• Aruba ACSP/ACSX – Switching
• Aruba ACMP/ACMX – Mobility (Wi‑Fi)
• Silver Peak/Aruba EdgeConnect ACSDP or ACDSX
• Aruba ClearPass ACCP or ACCX
• Fortinet FCP or FCSS (highly desirable)

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.