Technical Trainer – Tier 1, Tier 2 & Tier 3 Support (Networking & Internet Connectivity)

Job Type: Full-time
Department: Training / Technical Operations
Industry: BPO / IT / Network Support

Job Summary

We are seeking an experienced and technically proficient Technical Trainer to develop and deliver technical training programs for Tier 1, Tier 2, and Tier 3 Technical Support Engineers.

The successful candidate will have a strong background in networking, internet connectivity troubleshooting, network infrastructure, and technical support operations. This role is responsible for developing training materials, creating technical assessments, conducting hands-on training, and ensuring engineers have the technical knowledge and troubleshooting skills required to resolve customer issues effectively.

The ideal candidate is a self-starter who can independently develop training curricula from the ground up, establish training standards, and prepare technical support teams to handle increasingly complex networking and connectivity issues.

Candidates with relevant networking certifications and practical experience supporting ISP, telecommunications, or enterprise networking environments are strongly encouraged to apply.

Key Responsibilities

1. Technical Training Development

Develop and implement technical training programs for Tier 1, Tier 2, and Tier 3 Technical Support Engineers.

Create training curricula, lesson plans, technical documentation, troubleshooting guides, and knowledge base articles.

Develop training materials covering networking fundamentals, internet connectivity, network devices, and advanced troubleshooting methodologies.

Design technical assessments, practical exercises, and certification readiness activities to evaluate employee competency.

Establish structured training programs for new hires, technical upskilling, and ongoing employee development.

Continuously update training materials to reflect new technologies, operational requirements, and troubleshooting procedures.

2. Networking and Connectivity Training

Deliver comprehensive training on networking fundamentals, including TCP/IP, IP addressing, subnetting, DHCP, DNS, NAT, VLANs, routing, switching, and LAN/WAN concepts.

Train engineers to troubleshoot internet connectivity issues, including slow speeds, intermittent connections, packet loss, high latency, and complete service outages.

Provide hands-on instruction on configuring and troubleshooting routers, modems, gateways, wireless access points, switches, and other networking equipment.

Teach systematic troubleshooting methodologies for wired and wireless networks, Wi-Fi interference, signal coverage, and connectivity failures.

Train engineers to use diagnostic tools and commands such as ping, traceroute, tracert, ipconfig, and other network troubleshooting utilities.

Develop advanced technical training for Tier 3 engineers covering complex network problems, root-cause analysis, routing issues, network performance, and equipment configuration.

Ensure training content addresses both technical resolution and effective customer communication.

3. Tier-Based Technical Training

Tier 1 – Foundational Support

Basic networking concepts and internet connectivity troubleshooting.

Router, modem, gateway, and access point fundamentals.

Initial diagnostics, customer information gathering, and troubleshooting documentation.

Standard troubleshooting procedures and escalation criteria.

Tier 2 – Intermediate Support

Advanced connectivity diagnostics and troubleshooting.

IP addressing, DHCP, DNS, NAT, VLANs, and basic routing and switching.

Investigation of recurring connectivity problems and equipment configuration issues.

Root-cause identification and resolution of complex customer issues.

Tier 3 – Advanced Technical Support

Advanced networking concepts, routing and switching, and complex connectivity troubleshooting.

Network performance analysis, packet loss, latency, and intermittent connectivity investigations.

Advanced diagnostics, root-cause analysis, and resolution of persistent technical issues.

Enterprise networking concepts, network architecture fundamentals, and complex equipment configuration.

4. Training Delivery and Evaluation

Conduct instructor-led training sessions, technical workshops, demonstrations, and hands-on laboratory exercises.

Evaluate trainees through written assessments, practical troubleshooting exercises, and simulated customer scenarios.

Establish competency requirements for each technical support tier.

Monitor trainee progress and provide targeted coaching to address knowledge gaps.

Develop post-training assessments and readiness evaluations before employees transition to live operations.

Collaborate with Team Leaders, Supervisors, and QA personnel to identify recurring technical knowledge gaps and improve training effectiveness.

5. Training Standards and Continuous Improvement

Establish technical training policies, procedures, and documentation standards.

Develop standardized troubleshooting methodologies to promote consistent technical support delivery.

Maintain an organized repository of training materials, technical references, and troubleshooting documentation.

Analyze technical support errors and recurring customer issues to identify additional training requirements.

Recommend improvements to training programs based on operational feedback, assessment results, and changes in technology.

Work with Operations and Management to ensure training programs align with business requirements and service expectations.

Qualifications

Proven experience in technical training, network support, technical support engineering, or a related IT role.

Strong knowledge of networking fundamentals and internet connectivity troubleshooting.

Practical experience troubleshooting routers, modems, gateways, wireless access points, switches, and related networking equipment.

Solid understanding of TCP/IP, IP addressing, subnetting, DHCP, DNS, NAT, VLANs, routing, switching, and LAN/WAN technologies.

Ability to explain complex technical concepts clearly and deliver structured training to employees with varying technical skill levels.

Experience developing technical training materials, assessments, troubleshooting guides, and documentation.

Strong analytical, communication, presentation, and problem-solving skills.

Ability to work independently and build technical training programs from the ground up.

Strong organizational skills and the ability to manage multiple training priorities.

Required or Preferred Certifications

Candidates should hold relevant networking or IT certifications. The following certifications are preferred:

Cisco CCNA – Networking fundamentals, routing, and switching.

CompTIA Network+ – Networking concepts, troubleshooting, and infrastructure.

Cisco Meraki Certifications – Cloud-managed networking and wireless technologies.

HPE Aruba Networking Certifications – Enterprise networking and wireless solutions.

CompTIA A+ – Hardware, operating systems, and foundational IT troubleshooting.

Higher-level networking certifications, such as Cisco CCNP Enterprise or advanced Aruba networking certifications, are an advantage for candidates responsible for Tier 3 training.

Equivalent industry certifications and demonstrable hands-on technical experience will also be considered.

Preferred Experience

Experience supporting Internet Service Providers (ISPs), telecommunications providers, or managed network services.

Experience training technical support teams responsible for internet connectivity and networking equipment.

Familiarity with enterprise Wi-Fi, wireless access points, network monitoring tools, and managed networking platforms.

Experience developing Tier 1, Tier 2, and Tier 3 technical competency frameworks.

Familiarity with troubleshooting methodologies, root-cause analysis, and technical knowledge management.

Experience preparing technical assessments and evaluating employee readiness for production support.

What We Are Looking For

We are looking for a technically strong, proactive, and independent trainer who can build and maintain a comprehensive technical training program.

The ideal candidate combines practical networking expertise with the ability to teach, coach, and develop Technical Support Engineers at different skill levels.

You should be comfortable creating training materials from scratch, conducting hands-on troubleshooting demonstrations, evaluating technical competency, and continuously improving the training process.

Success in this role means developing a structured training program that prepares Tier 1, Tier 2, and Tier 3 engineers to troubleshoot and resolve technical issues confidently, accurately, and efficiently.

How to Apply

Interested candidates are encouraged to submit their updated resume, highlighting their networking experience, technical training background, and relevant certifications.

Please include details of any previous experience developing technical training programs, training networking professionals, or supporting ISP and enterprise networking environments.

Pay: Php37,000.00 - Php55,000.00 per month

Benefits:

• Flexible schedule
• On-site parking

Work Location: Remote