Technical Support Engineer II

CallTekCebu City, Cebu, Philippines

On-site Full-time

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Experience Level

Experience

Qualifications

Qualifications:2–4 years of experience in a technical support or related role, showcasing strong troubleshooting skills. Solid understanding of networking concepts, operating systems, and hardware/software configurations. Proven experience in network support and the ability to troubleshoot complex technical environments. Experience with Captive Portals and a clear understanding of their functionality. Experience with gateways and authentication systems is essential. Strong analytical, communication, and documentation skills are a must. Ability to thrive in a fast-paced, collaborative, and customer-oriented environment.

About the job

Address and resolve escalated technical issues from Tier I Support, ensuring thorough troubleshooting and prompt solutions.
Collaborate with Engineering teams to identify, document, and rectify product or system defects.
Perform comprehensive analysis and research on recurring customer issues to devise long-term solutions and best practices.
Provide technical guidance and training to Tier I engineers, enhancing their troubleshooting and customer support capabilities.
Keep detailed records of issues, resolutions, and customer feedback within the support ticketing system.
Assist in creating and updating technical documentation, FAQs, and internal knowledge base articles.
Remain informed about product updates, system changes, and industry trends to guarantee accurate and effective support delivery.

About CallTek

CallTek is a recognized leader in providing white-label technical support solutions, ensuring high-quality service for technology operators around the world. With extensive experience and a commitment to innovation, our team is dedicated to delivering exceptional support and solutions.

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