NOC Agent Tier 3 Davao

CallTek, Inc.; Davao City; Presencial; PHP 600.000 - 1.000.000; Jornada completa

Descripción de la vacante

CallTek, Inc. is seeking a Tier 3 IT Support & NOC Engineer to join the team and drive advanced monitoring, incident response, and infrastructure improvements across client environments.

This role emphasizes root cause analysis, automation, and technical leadership while supporting reactive escalations and proactive service delivery.

Formación

• Bachelor's degree in Computer Science, IT, or related field.
• 2+ years in network operations or NOC roles with escalation duties.
• Relevant certifications (CCNA/CCNP or equivalent) preferred.
• Experience with Cisco/Aruba/Ruckus/Mortem devices and security basics.

Responsabilidades

• Monitor networks and systems, analyze performance, and maintain SLAs.
• Respond to alerts, triage issues, and manage incident lifecycle.
• Lead escalation to Tier 4 and coordinate vendor support.
• Perform firmware updates, config changes, and change management.
• Document RCA, lessons learned, and improvement actions.
• Collaborate with field technicians and dispatch operations.

Conocimientos

Network monitoring

Incident management

Escalation handling

Routing protocols

Communication

Root cause analysis

Team mentoring

Educación

Bachelor's degree in Computer Science/Information Technology

CCNA/CCNP or higher certification

Herramientas

SolarWinds

PRTG

Nagios

Zabbix

Cosmos monitoring

Wireshark

tcpdump

PowerShell

Descripción del empleo

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
• 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.