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Technical Support Engineer (level 3)

unlimited holidays - extra holidays - extra parental leave - long remote period allowed
Remote: 
Full Remote
Experience: 
Mid-level (2-5 years)
Work from: 
Philippines

Offer summary

Qualifications:

At least 2 years of technical support experience., Strong technical knowledge and troubleshooting experience., Experience with network protocols and software applications., Relevant certifications like CCNA, MCP, or MCSE preferred..

Key responsabilities:

  • Provide advanced technical support and troubleshooting.
  • Collaborate with cross-functional teams to deliver solutions.
  • Handle escalated calls and work on circuit cutover tasks.
  • Implement PMS, Portal page, and troubleshoot related issues.
CallTek logo
CallTek XLarge https://www.calltekinc.com/
5001 - 10000 Employees
About CallTek
CallTek is a leading white label Enterprise Service provider delivering 24/7 engineering, software development and customer support to technology companies world wide currently servicing more 20,000 buildings and 1M enterprise network appliances. CallTek provides the highest level of engineering and customer service including global contact centers that are fluent in five major languages. With more than 5,000 team members and more than 15 years, CallTek has exclusively represented Internet Service Providers, Managed Service Providers, Manufacturers and Technology Companies, allowing our partners to focus on the customer. CallTek operates around the globe with 11 locations in five countries including the United States, Guatemala, the Philippines, Honduras and the Dominican Republic and India.
See more CallTek offers

Job description

Staff4Me is currently seeking a highly skilled and experienced Technical Support Engineer (level 3) to join our team. As a Technical Support Engineer, you will provide advanced technical support and troubleshooting for our clients' complex issues. You will collaborate with cross-functional teams and use your expertise to deliver effective solutions and ensure customer satisfaction.

Responsibilities
  • Provide real-time assistance to T2s, PNOCs and handle escalated calls. 
  • Work on Escalations, contact properties, troubleshoot, and resolve outstanding issues.
  • Work on Circuit Cutover
  • Work with ISP to test their circuit and make sure that the entire IP block works and that the property is receiving correct/proper bandwidth.
  • Work with vendors to get their devices configured for the new circuit, i.e. time clocks, Marriott routers.
  • Work with our technician to run a cable from the new circuit to the core switch.
  • PMS, Portal page implementation and troubleshooting including access code creation.
  • Work with Tech Dispatches related to:
  • PMS troubleshooting
  • Wi-Fi survey
  • Troubleshooting related to 3rd party vendors (GRE, phones, conference, BO and other services like chip n pin, pay@table etc). This includes cable run issues and firewall install/troubleshooting due to issues affecting 3rd party services.
  • Work on SSID requests, conference issues and other special requests.
  • Provide necessary analysis, aggregation and correlation of data, application logs, syslogs to isolate and identify faults in the production infrastructure (both wired and wireless).
  • Work closely with Engineering, logistics, equipment and third-party vendors as new equipment and technologies are integrated with the production network.

Requirements

  • At least 2 years of experience in technical support or a similar role.
  • Strong technical knowledge and experience in troubleshooting complex issues.
  • Excellent problem-solving and analytical skills.
  • Experience working on a help desk or customer support environment.
  • Ability to effectively communicate technical information to non-technical users.
  • Strong customer service and interpersonal skills.
  • Experience with remote support tools and ticketing systems.
  • Knowledge of network protocols, operating systems, and software applications.
  • Relevant certifications such as CCNA, MCP, or MCSE are preferred.
  • Bachelor's degree in Computer Science or a related field is desired.

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Operating SystemsTechnical SupportNetwork ProtocolsRemote Technical Support

Other Skills

  • Troubleshooting (Problem Solving)
  • Problem Solving
  • Communication
  • Social Skills
  • Customer Service
Are you interested?

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