Technical Support Specialist Tier II

3 weeks ago

Cebu City, Central Visayas, Philippines CallTek Full time

The Tier 2 Technical Support Specialist responds to service tickets and requests for local and remote network support to meet service level agreements. Responsibilities include troubleshooting and resolving hardware, software, application, network, user access, and related issues. The specialist interacts with network services, software systems engineering, and applications development teams to restore service or identify and resolve core problems.

Ideal candidates should have a solid understanding of networking fundamentals, including wireless, VLAN environments, routing, switching, and firewalls across various platforms. They should demonstrate logical, rational, and analytical thinking, with a focus on autonomy and continuous improvement. A team-oriented attitude and the willingness to seek assistance when needed are also important.

Key responsibilities include:

  1. Liaising with staff, property management, ISPs, and vendors to communicate and execute change orders efficiently with minimal service disruptions.
  2. Performing network monitoring, troubleshooting, and diagnosing issues related to network hardware and ISP services.
  3. Adhering to SLAs and addressing Tier 1 and outsourced support ticket escalations.
  4. Analyzing systemic issues and escalating complex problems to Tier 3 teams.
  5. Utilizing advanced network knowledge to educate clients and propose solutions.
  6. Providing training and development for Tier 1 support staff.
  7. Identifying trends in support tickets, diagnosing root causes, and implementing solutions.
  8. Collaborating with other departments to ensure efficient handling of client requests and issues.
  9. Offering insights to support managers and Tier 3 agents to improve practices and SOPs.
  10. Documenting issues in detail, collecting data, and analyzing potential problems.

**Requirements:**

  • Excellent English communication skills, both written and oral.
  • Bachelor's degree or equivalent experience in networking.
  • At least 3 years of technical support or customer service experience.
  • Consistent, punctual, and professional attendance.
  • Attention to detail, accuracy, and professionalism in task execution.
  • Experience troubleshooting and documenting network issues.
  • Experience with quality assurance or desktop support.
  • Certifications such as CCENT, CCNA, CCNP, Network+.
  • Strong command of English; additional languages are a plus.

Preferred Experience:

  • Familiarity with Linux systems and basic scripting skills.
  • Experience troubleshooting with Aruba, Ruckus Virtual SmartZone, Eleven OS, Cisco Meraki.
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