Managed Service Provider (T1)

CallTek; Cebu City; On-site; PHP 260,000 - 380,000; Full time

Job summary

CallTek in Cebu City is seeking an entry-level to mid-level network support specialist to provide 24/7 HSIA and Telco support. You will monitor devices, assist guests and staff, and perform basic configuration following SOPs to keep services running.

You will escalate complex issues to Tier 2, coordinate with ISPs, and document outages and resolutions. Strong English communication, problem-solving, and the ability to work under pressure are essential.

Qualifications

• Experience in HSIA technical support is a plus.
• Good to excellent English communication skills.
• Strong troubleshooting and problem-solving abilities.
• Ability to follow documented procedures and SOPs.

Responsibilities

• Provide 24/7 assistance for Layer 1 network troubleshooting for guests and staff (HSIA, Telco, SD WAN, Dispatch) via calls, emails and chats.
• Proactively monitor equipment and tickets, engage to resolve outages and network issues.
• Perform basic configuration support and equipment access per SOPs.
• Escalate advanced issues to Tier 2/Engineering while maintaining case ownership.
• Coordinate with ISPs and circuit carriers to monitor outages through resolution.
• Notify outages and perform remote troubleshooting of hardware status with employees.

Skills

HSIA support

English communication

Troubleshooting

Problem-solving

Customer-service

Prioritization under pressure

Team collaboration

Technical documentation

Job description

• 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