CallTek

• Take escalations from L1 and perform in-depth investigations: hypothesis-driven analysis, evidence validation, scoping, impact assessment, and timeline building. • Correlate telemetry across endpoint (EDR), Windows/Linux, AD, firewall/proxy/DNS/IDS, and (when applicable) cloud logs. • Recommend and/or coordinate containment actions (host isolation, credential resets, IOC blocks, temporary control changes) following change control and governance. • Determine severity and communicate clearly in English to technical stakeholders; provide concise executive-style updates when required. • Identify detection gaps and drive improvements: reduce false positives, close false negatives, propose new rules/use cases. • Ensure evidence integrity and proper documentation, coordinate handoffs with IR, IT Ops, Network, and Cloud teams. • Produce post-incident deliverables: probable root cause, lessons learned, and preventive actions.

• Own and optimize endpoint security platforms. • Leads endpoint detection engineering, automation, and platform tuning. • Lead detection engineering. • Develop automation scripts. • Perform advanced threat investigations. • Define endpoint hardening baselines. • Mentor junior staff. • Participate in architecture reviews. • Support incident leadership. • Evaluate endpoint security vendors.

• Design and optimize network security controls. • Owns firewall architecture, segmentation, and perimeter optimization. • Design and own firewall, VPN, and perimeter architectures. • Optimize segmentation and connectivity. • Lead complex security changes. • Perform network threat analysis. • Mentor junior engineers. • Support vendor evaluations. • Participate in Zero Trust roadmaps. • Assist with network incident response.

• Own application and cloud security controls. • Leads CSPM, CIEM, DevSecOps integrations. • Own CSPM, CIEM, CWPP, and AppSec platforms. • Design secure cloud architectures. • Lead threat modeling. • Implement security-as-code and DevSecOps controls. • Mentor junior engineers. • Support compliance mapping, cloud risk assessments and multi-cloud governance initiatives.

• Monitor security events and alerts in SIEM and defensive tools; perform initial triage and classification (benign / false positive / suspicious / incident). • Collect and review basic evidence: endpoint telemetry, Windows/Linux logs, firewall/IDS, DNS/proxy; perform initial correlation (host/user/IP/IOC/process). • Execute runbooks/playbooks (e.g., password reset request, IOC block request, host isolation request) when authorized and aligned with procedures. • Create and maintain high-quality tickets with a clear narrative: what happened, supporting evidence, potential impact, actions taken, recommended next steps. • Escalate to L2/L3/IR when there is evidence of compromise, material risk, lateral movement, or uncertainty that requires deeper investigation. • Deliver structured shift handovers (case status, findings, hypotheses, next steps, blockers). • Meet operational SLAs and documentation of quality standards.

• 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.

Role Description 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. Qualifications - 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.

• Work with network, infrastructure, cloud, endpoint, and identity teams to implement cybersecurity controls. • Assist with the validation of configuration and effectiveness of security controls such as MFA, EDR, SIEM logging, firewalls, segmentation, vulnerability remediation, access controls, encryption, backups, and hardening baselines. • Review technical designs, infrastructure changes, cloud deployments, and network implementations to identify cybersecurity risks before production deployment. • Assist with the validation of security tools such as SIEM, EDR, vulnerability scanners, email security platforms, cloud security tools, and identity protection controls are properly implemented and reporting. • Assist with the validation of firewall rules, network segmentation, VPN access, privileged access, exposed services, and cloud security configurations to identify excessive or risky access. • Support cybersecurity improvement initiatives related to hardening, logging, monitoring, access control, segmentation, cloud security, and endpoint protection. • Produce technical findings, remediation plans, posture reports, and implementation of validation reports. • Act as the technical bridge between cybersecurity requirements and operational IT execution.

• Investigate security alerts escalated by SOC Level 1 analysts. • Perform deeper analysis of suspicious activity across SIEM, EDR, network, identity, cloud, and email security platforms. • Validate whether security events represent false positives, suspicious behavior, policy violations, or confirmed cybersecurity incidents. • Correlate events across multiple log sources to identify attack patterns, affected assets, compromised accounts, lateral movement, malware activity, or unauthorized access. • Determine the scope, severity, business impact, and urgency of security incidents. • Recommend containment, eradication, and remediation actions to the appropriate technical teams. • Create and maintain accurate incident timelines, investigation notes, evidence records, and escalation summaries. • Support phishing investigations, endpoint compromise analysis, suspicious login reviews, malware alerts, brute-force attacks, data exfiltration indicators, and cloud security events. • Review and improve SOC playbooks, investigation procedures, and escalation criteria. • Provide technical guidance, coaching, and feedback to SOC Level 1 analysts. • Identify recurring false positives and recommend tuning improvements for SIEM, EDR, and other detection platforms. • Participate in post-incident reviews and provide recommendations to improve detection, response, and prevention. • Support shift handovers by documenting open incidents, pending actions, and important operation contexts.

• Provide pre-sales technical support to the sales team, including product demonstrations, technical presentations, and answering customer inquiries. • Work with customers to understand their requirements and design customized solutions that meet their needs. • Collaborate with the product development team to ensure that customer feedback is integrated into product improvements. • Prepare technical documentation, proposals, and sales materials to support the sales process. • Build and maintain strong relationships with customers, acting as a trusted technical advisor throughout the sales cycle. • Collaborate with various departments to ensure alignment and effective communication. • Perform other duties as required. These duties may include assignments in job classification other than their own.