# Level 3 (L3) Network Technical Support Engineer

> CallTek · Philippines (Remote) · — · Posted 2026-06-23

**Workplace:** remote

## Description

### **About the Role**

We are seeking a highly skilled Level 3 (L3) Technical Support Engineer with deep expertise in network infrastructure and hospitality environments. This role serves as the highest level of escalation for complex network-related issues, including advanced troubleshooting, configuration, and optimization of wired and wireless systems.

The ideal candidate is a hands-on technical expert with strong experience in switching, routing, firewalls, and wireless networks, capable of working across multi-vendor environments and ensuring reliable, high-performance connectivity.

### **Key Responsibilities**

**Advanced Network Troubleshooting**

-   Diagnose and resolve complex issues related to **network infrastructure**, including LAN/WAN, Wi-Fi, and security systems.
-   Handle escalations involving **VLANs, routing, switching, firewall rules, and network segmentation**.
-   Troubleshoot performance issues, packet loss, latency, and connectivity disruptions.

**Configuration & Implementation**

-   Configure and maintain **network devices**, including switches, wireless access points, and firewalls.
-   Perform advanced configurations such as **VLAN setup, trunking, ACLs, QoS, and firewall policies**.
-   Support **headend equipment configuration** and optimization.

**Multi-Vendor Network Support**

-   Provide expert-level support for:

-   **MikroTik (routing, firewall, scripting)**
-   **Aruba Networks**
-   **Ruckus Wireless**
-   **Cambium Networks**
-   **Fortinet (switches & firewalls)**

-   Ensure interoperability and optimal performance across diverse platforms.

**Root Cause Analysis**

-   Perform deep technical analysis to identify root causes of recurring network issues.
-   Implement long-term fixes and improvements to enhance network stability and performance.

**Hospitality Network Expertise**

-   Support and optimize **hospitality network environments**, including guest and staff networks.
-   Manage **walled garden configurations**, ensuring proper access for guest onboarding portals.
-   Implement and maintain **ACLs (Access Control Lists)** for secure network segmentation.

**Monitoring & Proactive Support**

-   Monitor network health, performance, and security.
-   Proactively identify risks and prevent potential outages or service degradation.

**Escalation & Vendor Coordination**

-   Act as the final escalation point for unresolved L1/L2 issues.
-   Coordinate with vendors and third-party providers for advanced troubleshooting and resolution.

**Documentation & Knowledge Sharing**

-   Maintain detailed technical documentation, network diagrams, and troubleshooting guides.
-   Mentor L1 and L2 engineers and enhance team knowledge around network best practices.

**Process Improvement**

-   Evaluate support workflows and recommend improvements.
-   Drive automation and efficiency initiatives in network operations.

## Requirements

**Qualifications & Requirements**

-   5+ years of experience in **network support or network engineering**, with at least 2 years in an L3 or senior role.
-   Strong hands-on expertise in:

-   **VLANs, ACLs, routing, switching, NAT, and firewall policies**
-   **Wireless network design and troubleshooting**

-   Proven experience working with:

-   **MikroTik**
-   **Aruba, Ruckus, Cambium**
-   **Fortinet switches and firewalls**

-   Experience supporting **hospitality or high-density guest network environments**.
-   Familiarity with **walled garden configurations and captive portals**.
-   Strong troubleshooting, analytical, and problem-solving skills.
-   Excellent communication skills for customer and cross-team collaboration.

### **Preferred Qualifications**

-   Certifications such as **CCNP, Fortinet NSE, Aruba ACMP/ACSP, Ruckus, Meraki or MikroTik MTCNA/MTCRE.**
-   Knowledge of network monitoring tools (e.g., PRTG, SolarWinds, or similar)
-   Knowledge of scripting/automation (e.g., Python, Bash)
-   Understanding of ITIL processes and incident management

## Apply

[Apply at CallTek](https://apply.workable.com/staff4me/j/FD40F0041E/apply)

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