Managed Service Provider

2 weeks ago

General Santos, Soccsksargen, Philippines CallTek Full time
  • Basic network troubleshooting, equipment monitoring, and basic configuration support including:
  • 24/7 assistance for Layer 1 network troubleshooting with guests and staffs (HSIA, Telco, SD WAN (Velocloud) and Dispatch support via call, emails and chats.
  • Proactive monitoring of equipment and tickets and engagement to resolve network issues and    outages
  • Perform basic and pre-approved equipment access ("SOPs")(i.e. accessing controllers, rebooting APs and adtrans .)
  • Circuit monitoring assistance and case management through resolution of internet and network outages
  • Notification of outages to practice and remote troubleshooting of hardware status with employees
  • Working with ISPs, circuit carriers to monitor and manage including tracking service outages through resolution
  • Escalation of unresolvable or advanced configuration issues to advanced support tiers (Tier 2, engineering, etc) while maintaining responsibility for case management – escalated topics included, but are not limited to:
  • Configuration change requests/Outages outside of pre-approved SOPs, requiring change management overview or advanced network planning.
  • Outages caused or related to non-store specific networking (data center outages, etc.)
  • Firmware Upgrades to Network hardware
  • Extended outages impacting practice performance that require advanced application or network specific knowledge.
  • Labeling and Asset Management of Hardware

Requirements

  • Experience in HSIA - technical support and Telco support is an advantage
  • Must have good to excellent English communication skills (both written and oral)
  • Excellent problem-solving and troubleshooting skills.
  • The ability to follow troubleshooting documentation ranging from simple to complex.
  • The ability to communicate technical information in an accessible manner to non-technical employees and guests.
  • A process improvement mindset.
  • Ability to effectively prioritize and execute tasks in a high-pressure/high-paced environment.
  • Customer-service focus.
  • Collaborative mindset.
  • Hands-on problem-solving ability

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