{"id":967402,"url":"https://alion.io/job/calltek-inc-network-operations-center-tier-3","title":"Network Operations Center - Tier 3","company":{"id":688934,"name":"CallTek","domain":"calltekinc.com","url":"https://alion.io/company/calltekinc","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Networking","role_family":"Networking","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cebu City, Philippines","General Santos, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"BGP","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Incident Management","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"MPLS","optional":false},{"name":"Nagios","optional":false},{"name":"OSPF","optional":false},{"name":"PowerShell","optional":false},{"name":"SIEM","optional":false},{"name":"TCP/IP","optional":false},{"name":"Tcpdump","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"Wireshark","optional":false},{"name":"Zabbix","optional":false}],"status":"closed","first_seen_at":"2026-09-16T15:34:24Z","employer_posted_date":"2026-09-16","last_verified_at":"2026-11-12T10:11:04Z","board_verified":false,"closed_at":"2026-11-12T10:11:04Z","days_open":56,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":56},"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.\nThis 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.\nKey Responsibilities\nNetwork Monitoring & Performance\nMonitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and other proprietary monitoring systems like Cosmos \nAnalyze performance trends, bandwidth, latency, packet loss, and KPIs \nMaintain monitoring thresholds, alert policies, and SLA metrics \nIncident & Problem Management\nRespond to alerts and outages within SLA timeframes \nPerform triage, diagnosis, and manage incident lifecycle \nConduct root cause analysis and document lessons learned \nTrack trends and recommend preventive measures \nEscalation Management\nServe as primary escalation point for Tier 1 and Tier 2 support agent teams. \nEscalate complex issues to Tier 4 engineers and specialized teams \nCoordinate vendor support and facilitate bridge calls during major incidents \nManage communication between technical teams, management, and stakeholders \nNetwork Operations & Maintenance\nExecute firmware updates, patches, and configuration changes \nConfigure routers, switches, firewalls, load balancers, wireless controllers \nImplement VLANs, access control policies, and VPN connections \nPerform change management and maintenance window activities \nTroubleshooting & Support\nResolve issues across LAN, WAN, MPLS, SD-WAN, wireless networks \nTroubleshoot routing/switching (BGP, OSPF, EIGRP, STP) \nAnalyze traffic using Wireshark, tcpdump, or other \nAddress DNS, DHCP, firewall, NAT, and VoIP issues \nWork on SSID requests, conference issues and other special requests \nSystems & MSP Support\nSolve complex Windows/macOS issues and lead Root Cause Analysis for recurring problems. \nArchitect and manage Hybrid Active Directory, Azure/Entra ID, and the full Microsoft 365 suite. \nHelp build advanced scripts (PowerShell) and RMM workflows to automate manual tasks and monitoring. \nOversee EDR security deployments and lead disaster recovery operations. \nSecurity Operations & Compliance\nMonitor security event logs and SIEM alerts for potential threats or breaches \nImplement and maintain network security policies and access control lists (ACLs) \nRespond to security incidents and coordinate with security operations team \nPerform security vulnerability assessments on network devices \nEnsure compliance with organizational security standards and regulatory requirements \nMaintain audit logs and documentation for compliance reporting \nParticipate in security incident response procedures \nField Technician Coordination & Dispatch\nWork with field technicians and coordinate tech dispatches for:\nPMS (Property Management System) troubleshooting and connectivity issues \nWiFi site surveys, coverage analysis, and wireless optimization \n3rd party vendor troubleshooting including video, VoIP, Conference Room Technology \nCoordinate on-site troubleshooting activities and vendor escalations \nDocumentation & Collaboration\nMaintain network documentation, topology diagrams, SOPs \nCreate post-incident and RCA reports \nParticipate in capacity planning and continuous improvement initiatives \nWork closely with Engineering, logistics, equipment and third party vendors as new equipment and technologies are integrated with the production network \nRequirements\nBachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience. \n2+ years of network operations or NOC experience \nIncident management and escalation handling \nExperience coordinating with field technicians and dispatch operations \nTCP/IP, routing protocols, VLANs, QoS \nCisco, Ruckus, Aruba/HP, Meraki routers, switches and wireless controllers \nFirewalls (Cisco ASA, Fortinet, Watchguard) \nMonitoring tools (SolarWinds, PRTG, Nagios, Zabbix, and other proprietary monitoring systems like Cosmos) \nWireshark, tcpdump, packet analysis \nVPN, SD-WAN, load balancers, wired (ethernet and fiber) and wireless networking \nProperty Management Systems (PMS) and hospitality technology (preferred)\nStrong communication and problem-solving abilities \nCalm under pressure during critical incidents \nTeam collaboration and mentoring skills \nTime management and prioritization\nPreferred: CCNA, CCNP, Ruckus Certified, Aruba Certified, Meraki Certified or other networking related certifications (CompTIA Network+, CWNA, Fortinet NSE) \nCan work on site and on a shifting schedule.","description_format":"text","description_chars":4953,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Help Desk & Service Desk","Call 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