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.

Job description

As a Helpdesk Tier 2 Technician at Staff4Me, you will be part of a dedicated team providing technical support to our clients. You will be responsible for resolving escalated support tickets, troubleshooting complex issues, and ensuring a high level of customer satisfaction.

Key Responsibilities

Staff an inbound team to support property staff and vendors
Inbound calls, Inbound chat/email/SMS, Escalations from Call Center
Create case, Initial triage and troubleshooting, Intermediate troubleshooting
Call Types: SSID, VLAN, DHCP, Firewall, Account, 802.1x, Bandwidth limiting, Portal changes/Experience changes, Combination of immediate and future requests, Network Outages/performance complaints Escalations
Internet (End-user account issues, Wifi issues, Vlan issues, Speed complaints)
CATV (Missing/Distorted channels, Channel numbering issues, STB MACD, Upgrades/Downgrades)
IOT and other similar services supported.

Requirements

Strong knowledge of IT systems, including hardware, software, and networking.
Experience in troubleshooting and resolving complex technical issues.
Excellent communication and interpersonal skills.
Ability to work independently and prioritize tasks effectively.
Strong problem-solving and analytical skills.
Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL are plus
Associate's or Bachelor's degree in Information Technology or related field is a plus.

Required profile