Tier1/Tier2 Engineer

4 days ago

Cebu City, Central Visayas, Philippines CallTek Full time

Tier 1 Responsibilities

Handle inbound hotel guest internet connectivity calls and adhere to Blueprint RF's quality process and procedures
Report any possible network outages or call drivers
Take inbound calls from hotel guests, staffs, technicians, 3rd party vendors and partners
Report newly encountered issues
Escalate unresolved reported issues to Tier2

Tier 2 Responsibilities

Handle inbound hotel guest internet connectivity calls and adhere to Blueprint RF's quality process and procedures
Report any possible network outages or call drivers
Take inbound calls from hotel guests, staffs, technicians, 3rd party vendors and partners
Report newly encountered issues
Process or troubleshoot unresolved reported issues from Tier1s
Make outbound calls
Troubleshoot down equipment - Follow escalation best practices for Priority 1 issues and related urgent cases
Make call-backs to follow up on escalated cases, posting of charges and disconnected calls
Requesting hotel to post charges for internet fees and follow-up on disconnected calls
Answer calls from staff, technicians, 3rd party vendors & partners when all NOC agents are unavailable
Follow-up and/or close tickets under the designated ticket bin
Feedback regarding action plans done on recurring issues
Ticket Hand-off: Create a report for unresolved cases that are for follow up during the next shift

Qualifications

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Network Infrastructure Specialist