Level 3 – Network Technical Support Engineer

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CallTek

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2008

🤝 B2B

📡 Telecommunications

⚕️ Healthcare Insurance

B2B • Telecommunications • Healthcare Insurance

CallTek is a global leader in white-label technical support and business process outsourcing (BPO) services for technology operators and service providers. With over 19 years of experience, they offer a wide range of solutions including Technology as a Service (TaaS), field service management, network operations center (NOC) support, and remote patient monitoring. CallTek specializes in serving industries such as hospitality, healthcare, and multi-family housing by providing seamless on-site and remote technical support, project management, and customer service. Their extensive network of over 6,000 customer support agents offers 24/7 support in multiple languages, making them a trusted partner in amplifying business operations.

📋 Description

• 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. • 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. • 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. • Perform deep technical analysis to identify root causes of recurring network issues. • Implement long-term fixes and improvements to enhance network stability and performance. • 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. • Monitor network health, performance, and security. • Proactively identify risks and prevent potential outages or service degradation. • Act as the final escalation point for unresolved L1/L2 issues. • Coordinate with vendors and third-party providers for advanced troubleshooting and resolution. • Maintain detailed technical documentation, network diagrams, and troubleshooting guides. • Mentor L1 and L2 engineers and enhance team knowledge around network best practices. • Evaluate support workflows and recommend improvements. • Drive automation and efficiency initiatives in network operations.

🎯 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