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Network Infrastructure Expert

1 week ago

Cebu City, Central Visayas, Philippines CallTek Full time

The ideal candidate for this Technical Support Engineer Tier II position at CallTek will possess excellent problem-solving skills and the ability to work effectively in a team environment.

Main Responsibilities
  • Tier II engineers address escalated technical issues from Tier I support.
  • Collaboration with engineering teams is crucial for identifying, documenting, and resolving product defects.
  • Recurring customer issues require in-depth analysis and research to inform solutions and best practices.
  • Providing training and support to Tier I engineers is essential for enhancing their technical capabilities.
  • Maintaining detailed records of issues, resolutions, and feedback is vital for the support ticketing system.
  • Creating and updating technical documentation for customers and internal use is critical.
  • Staying up-to-date with product updates and industry changes is necessary for delivering effective support.
Required Skills and Qualifications
  • 2-4 years of experience in a technical support role with a focus on troubleshooting complex issues.
  • Strong knowledge of networking, operating systems, and hardware/software configurations.
  • Strong network experience.
  • Strong troubleshooting background.
  • Mandatory experience with captive portals and understanding of how they work.
  • Experience with gateways and authentication.
Benefits Package
  • Competitive salary and benefits package.
  • Opportunities for growth and career development.
  • Training and support to enhance technical and customer service skills.
  • Dynamic and multicultural work environment.