Technical Support Engineer

Join CallTek, a premier global provider of white-label technical support services. For over 20 years, we have been the trusted partner for technology operators around the globe, with a dedicated team of over 10,000 professionals across nine countries. We pride ourselves on delivering round-the-clock engineering, software development, customer support, and fi…

Job DescriptionAs a Tier 2 Technical Support Engineer at staff4me, you will play a pivotal role in addressing service tickets and providing comprehensive network support both locally and remotely, ensuring adherence to our service level agreements. Your day-to-day responsibilities include troubleshooting and resolving a variety of technical issues related to hardware, software, applications, networks, and user access. Collaboration with network services, software systems engineering, and applications development teams will be essential in restoring services and identifying core issues.We are looking for candidates who possess a solid understanding of networking fundamentals, including experience in wireless networks, VLAN environments, and general routing, switching, and firewall configurations across diverse platforms. The ideal candidate will demonstrate strong logical, rational, and analytical thinking abilities, with a commitment to self-improvement and teamwork.Key ResponsibilitiesCollaborate with staff, property management teams, ISPs, and vendors to ensure clear communication and execution of change orders with minimal disruption.Conduct in-depth network monitoring and troubleshoot network, hardware, and ISP-related issues effectively.Adhere to both general and property-specific service level agreements (SLAs).Manage escalations from Tier 1 and outsourced support teams.Analyze and escalate global/system-wide issues to Tier 3 agents for further resolution.Utilize advanced networking knowledge to educate clients and propose effective solutions.Facilitate ongoing training for Tier 1 support agents.Investigate support ticket trends to diagnose root causes and implement appropriate actions.Coordinate with various departments to ensure client issues are resolved efficiently.Provide insights to Tier 3 agents and support managers to refine best practices and SOPs for enhanced efficiency and employee satisfaction.Maintain meticulous documentation of issues and aggregate data from various sources to identify potential problems.

Job OverviewAs a Tier 2 Technical Support Engineer at staff4me, you will be at the forefront of providing exceptional service to our clients through effective troubleshooting and resolution of technical issues. You will handle service tickets and requests for both local and remote network support, ensuring that all service level agreements (SLAs) are met.Your daily responsibilities will involve diagnosing and resolving a wide range of issues related to hardware, software, applications, networks, and user access. You will collaborate closely with network services, software systems engineering, and applications development teams to restore services and identify core problems efficiently.Key ResponsibilitiesCoordinate with internal staff, property management groups, ISPs, and other vendors to ensure smooth execution of change orders with minimal service disruptions.Conduct thorough network monitoring and troubleshooting to diagnose hardware and ISP issues.Comply with both general and property-specific SLAs.Manage escalated support tickets from Tier 1 and outsourced teams, providing expert resolution.Identify and analyze larger systemic issues, collaborating with Tier 3 agents for resolution.Leverage advanced network knowledge to educate clients and propose effective solutions.Facilitate ongoing training and development for Tier 1 support agents.Examine support ticket trends to diagnose root causes and implement corrective actions.Work collaboratively with various departments to ensure client requests are processed efficiently.Provide valuable insights to Tier 3 agents and support managers to refine best practices and standard operating procedures (SOPs).Maintain meticulous documentation of issues, aggregating data from multiple sources for thorough analysis.

Job Summary:Join Calltek as a dedicated Network Operations Center (NOC) Technician, perfect for professionals eager to advance their careers in a dynamic and collaborative environment. You will play a critical role in maintaining the performance and reliability of our network infrastructure. As a vital member of the NOC team, your responsibilities will include monitoring network activities, troubleshooting issues, and providing first-level support to ensure seamless operations across our systems. If you are passionate about networking and want to contribute to a growing company that values teamwork and support, this opportunity is for you.Key Responsibilities:Continuously monitor network services to ensure performance, stability, and availability.Log and escalate incidents following established protocols for swift resolution.Perform initial troubleshooting for network-related issues, including connectivity and basic routing problems.Collaborate with senior staff to resolve complex incidents and develop effective resolution strategies.Document all network incidents, troubleshooting steps, and solutions for future reference.Assist in executing scheduled maintenance activities while minimizing service interruption.Contribute to the improvement of NOC procedures and operational efficiency.Deliver exceptional customer service during incidents, effectively communicating solutions and updates.

Join CallTek at our upcoming Open Recruitment event! We are thrilled to offer exciting job opportunities across a variety of roles within our innovative company. This is a fantastic opportunity to connect with our hiring managers, discover the diverse career paths we offer, and exhibit your unique skills and personality.What We Are Looking For:We are on the lookout for enthusiastic individuals eager to share their talents in areas such as:Technical SupportIT / Technical RolesNetwork EngineeringInformation Technology Services/MSP at all levelsWhy Join CallTek?At CallTek, we prioritize the growth of our employees while fostering a supportive and positive workplace culture. We provide competitive salaries, thorough training programs, and numerous opportunities for career advancement within our organization.Event Details:GENSAN SITEDate: Tuesday, May 5, 2026Time: 9:00 AM to 1:00 PMLocation: Mabuhay IT Park, Center of Excellence in Design, CED Avenue, National Highway, Barangay Lagao, General Santos City, South Cotabato, 9500Prepare to bring copies of your resume, dress professionally, and be ready for on-the-spot interviews!Don’t miss this opportunity to join a vibrant team that truly values your contributions!