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 RequirementsBachelor'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 prioritizationPreferred: 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.
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.
CallTek is a leading provider of comprehensive back-office support services, empowering businesses to thrive in today’s dynamic market. With over 20 years of experience and a global workforce of 8,000 professionals; we specialize in offering tailored solutions that drive efficiency, innovation, and growth.
CallTek is a leading provider of comprehensive back-office support services, empowering businesses to thrive in today’s dynamic market. With over 20 years of experience and a global workforce of 8,000 professionals; we specialize in offering tailored solutions that drive efficiency, innovation, and growth.
