Senior IPTV & Networking Support Specialist

CallTek; Cebu City; On-site; PHP 350,000 - 550,000; Full time

Job summary

CallTek is seeking a Technical Support Specialist II to advance troubleshooting, configuration, and resolution of IPTV, DISH SmartBox, and hospitality entertainment tech. You will act as escalation for Level 1 support and collaborate with vendors, engineering, network ops, and hotel management to resolve service-impacting incidents.

The role emphasizes advanced technical troubleshooting, network diagnostics, and leadership in incident management, with opportunities to mentor junior staff and

Qualifications

• Associate degree or higher in IT, Networking, Telecommunications, or related discipline preferred.
• 3–5 years of technical support experience.
• 2+ years supporting IPTV, TV distribution systems, hospitality technology, or network operations.
• Experience supporting hotels, resorts, or multi-site environments preferred.

Responsibilities

• Serve as primary escalation point for Level 1 technicians.
• Troubleshoot advanced IPTV, SmartBox, and video distribution issues.
• Diagnose complex network-related service interruptions affecting television services.
• Analyze system logs, monitoring platforms, and performance metrics.
• Support installation and deployment of DISH SmartBox, IPTV headend equipment, COAX headend systems, streaming platforms, and property-wide television solutions.
• Perform advanced configuration and updates of SmartBox and IPTV devices.
• Coordinate outage recovery activities and root cause analysis.
• Mentor and coach Level 1 personnel.
• Review ticket quality and troubleshooting effectiveness.
• Lead technical bridge calls during major incidents.
• Develop troubleshooting procedures and knowledge base articles.
• Identify recurring issues and recommend long-term solutions.

Skills

Advanced troubleshooting

Customer communication

Incident management

Documentation

Education

Associate degree or higher in IT/Networking/Telecommunications

Tools

Wireshark

ServiceNow

Salesforce

Zendesk

Job description

CallTek is seeking a Technical Support Specialist II to advance troubleshooting, configuration, and resolution of IPTV, DISH SmartBox, and hospitality entertainment tech. You will act as escalation for Level 1 support and collaborate with vendors, engineering, network ops, and hotel management to resolve service-impacting incidents.

The role emphasizes advanced technical troubleshooting, network diagnostics, and leadership in incident management, with opportunities to mentor junior staff and