NOC Agent Tier 3 Davao

CallTek; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

CallTek seeks a Tier 3 IT Support & NOC Agent to lead high-level escalations, monitor networks, and drive incident response across client environments. You will coordinate with Tier 1/2 and vendor teams, perform root cause analyses, and guide improvements in monitoring, automation, and security postures.

The role involves hands-on configuration, firmware updates, VPNs, and hybrid Active Directory/Microsoft 365 support, with a focus on maintaining system stability and service quality.

Qualifications

• 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 and switches.

Responsibilities

• Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and Cosmos.
• Analyze performance trends, bandwidth, latency, and KPIs.
• Maintain monitoring thresholds, alert policies, and SLA metrics.
• Respond to alerts and outages within SLA timeframes.
• Perform triage, diagnosis, and manage incident lifecycle.
• Root cause analysis and lessons learned documentation.
• Track trends and preventive measures.
• Serve as primary escalation point for Tier 1 and 2 teams.
• Escalate to Tier 4 and specialized teams; coordinate vendor support.
• Manage communication between technical teams, management, and stakeholders.
• Execute firmware updates, patches, config changes; network device mgmt.
• Configure routers, switches, firewalls, load balancers, wireless controllers.
• Implement VLANs, ACLs, and VPN connections; change management.
• Resolve issues across LAN, WAN, MPLS, SD-WAN, wireless networks.
• Troubleshoot routing/switching (BGP, OSPF, EIGRP, STP).
• Analyze traffic with Wireshark or tcpdump.
• Address DNS, DHCP, firewall, NAT, VoIP issues; SSID requests.
• Architect and manage Hybrid Active Directory, Azure/Entra ID, Microsoft 365.
• Develop PowerShell scripts and RMM workflows to automate tasks.
• Oversee EDR deployments and disaster recovery operations.
• Monitor security event logs and SIEM alerts.
• Implement network security policies and ACLs; regulatory compliance.
• Maintain audit logs and documentation for compliance reporting.
• Security incident response procedures participation.
• Coordinate with field techs for PMS troubleshooting, WiFi surveys, 3rd party issues.
• Maintain network docs and topology diagrams; create RCA reports.

Skills

Network operations

Incident management

Escalation handling

Communication

Problem-solving

Team collaboration

Mentoring

Time management

Prioritization

Troubleshooting

Education

Bachelor's degree or equivalent (CompSci/IT)

Tools

SolarWinds

PRTG

Nagios

Zabbix

Cosmos (monitoring)

Wireshark

tcpdump

Cisco

Ruckus

Aruba

Meraki

Cisco ASA

Fortinet

WatchGuard

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 role is responsible for resolving complex, high-impact issues while also providing advanced monitoring oversight, incident response leadership, and infrastructure improvement across client environments.

This position combines deep technical expertise with 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 SLA timeframes
• Perform triage, diagnosis, and manage incident lifecycle
• Conduct root cause analysis and document lessons learned
• Track trends and recommend preventive measures

Escalation Management

• Serve as primary escalation point for Tier 1 and Tier 2 support agent teams.
• Escalate complex issues to Tier 4 engineers and specialized teams
• Coordinate vendor support and facilitate bridge 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, conference issues and 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 and lead disaster recovery operations.

Security Operations & Compliance

• Monitor security event logs and SIEM alerts for potential threats or breaches
• Implement and maintain network 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
• WiFi site 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 and third party vendors as new equipment and technologies are integrated with the production network

Requirements

• 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
• TCP/IP, routing protocols, VLANs, QoS
• Cisco, Ruckus, Aruba/HP, Meraki routers, switches and 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 communication and 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