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IT Support Specialist

2 weeks ago

Cebu City, Central Visayas, Philippines CallTek Full time
Job Description

The Tier 2 Technical Support Specialist is a critical role within the CallTek team, responsible for providing exceptional technical support to our clients. This includes responding to service tickets, troubleshooting network-related issues, and collaborating with cross-functional teams to ensure seamless service delivery.

Key Responsibilities:
  • Liaise with clients, vendors, and internal teams to resolve technical issues efficiently.
  • Perform in-depth network monitoring, troubleshooting, and diagnosis to identify root causes of problems.
  • Analyze and escalate complex issues to Tier 3 agents for further assistance.
  • Deliver training and development programs for Tier 1 agents to enhance their skills and knowledge.
  • Work closely with other departments to ensure client requests are addressed promptly and effectively.

Requirements:

  • Excellent English communication skills (written and oral).
  • Bachelor's degree or equivalent work experience in networking.
  • 3+ years of experience in technical support and/or customer service.
  • Ability to maintain regular attendance, punctuality, and professionalism.
  • Dedication to performing duties with high attention to detail and accuracy.
  • Experience with troubleshooting, documenting network-related problems, and quality assurance.
  • CCENT, CCNA, CCNP, Network+, etc.