Noc Tier 3

Staff4Me; Compostela; On-site; PHP 500,000 - 800,000; Full time

Job summary

Staff4Me in Cebu City, Philippines is seeking a NOC Tier 3 IT Support & NOC Agent to join the team and act as the highest escalation level for complex issues, ensuring system stability and reliability across client environments.

You will monitor with SolarWinds, PRTG, Nagios, Zabbix, and Cosmos, lead root cause analysis, coordinate vendor support, and drive proactive service delivery while supporting both reactive incidents and strategic improvements.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 2+ years of network operations or NOC experience.
• Experience with incident management and escalation handling.
• Ability to coordinate with field technicians and dispatch operations.
• Knowledge of TCP/IP, routing protocols, VLANs, QoS.
• Experience with Cisco routers/switches and firewalls (Cisco ASA, Fortinet, WatchGuard).
• Monitoring tools experience (SolarWinds, PRTG, Nagios, Zabbix, Cosmos).
• Wireshark/tcpdump packet analysis skills.
• VPN, SD-WAN, load balancers, wired and wireless networking.

Responsibilities

• Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, 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.
• Conduct root cause analysis and document lessons learned.
• Track trends and recommend preventive measures.
• Serve as primary escalation point for Tier 1 and Tier 2 teams.
• Coordinate vendor support and bridge calls during major incidents.
• Manage communication between technical teams, management, and stakeholders.
• Configure routers, switches, firewalls, load balancers, and VPNs.
• Perform change management and maintenance window activities.
• Solve complex Windows/macOS issues and lead Root Cause Analysis.

Skills

TCP/IP

Routing protocols

VLANs

QoS

Communication

Problem-solving

Team collaboration

Mentoring

Time management

Education

Bachelor's degree in Computer Science, Information Technology, or related field

Tools

Cisco

Ruckus

Aruba/HP

Meraki

Fortinet

SolarWinds

PRTG

Nagios

Zabbix

Cosmos

Wireshark

tcpdump

VPN

SD-WAN

Job description

NOC Tier 3

Company : Staff4me Job Type : Full Time Cebu City, Philippines

Job Description - NOC Tier 3

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 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.