I. PURPOSE
Support and enhance service operations by implementing service offerings that drive operational efficiency, service excellence, and customer retention. L3 Engineers provide post-sales support, optimize LAN/WAN environments, troubleshoot issues, and maintain both network hardware and software.

II. DUTIES AND RESPONSIBILITIES

• Deliver post-sales support for network and security infrastructure, including troubleshooting, optimization, and system maintenance.
• Provide technical assistance (remote or onsite), manage service desk tickets, and ensure timely resolution aligned with SLAs.
• Coordinate with internal teams and clients, participate in meetings (e.g., CAB), and present documentation such as MOPs and reports.
• Prepare and maintain network documentation, designs, and system configurations.
• Support incident management, service requests, escalation handling, and root cause analysis (RCA).
• Monitor system performance, ensure availability and capacity, and support continuity and risk management initiatives.
• Follow operational processes, policies, and escalation procedures while contributing to service improvements and knowledge sharing.
• Participate in trainings, obtain certifications, and mentor team members toward SME-level expertise.
• Be available for 24/7 support under shifting schedules and hybrid work arrangements.

III. QUALIFICATIONS

• Bachelor’s degree in IT or related field.
• 1–2 years of experience in networking or IT support.
• Knowledge of networking and cybersecurity principles.

IV. WORKING CONDITIONS

• Hybrid setup based in Makati with possible onsite/client visits.
• Requires shifting schedule and on-call support.
• Collaboration with internal teams and external stakeholders.