Technical Help Desk (Telco) - Cebu City

Tasq Staffing Solutions; Compostela; On-site; PHP 268,000 - 335,000; Full time

Benefits offered by this job

Free HMO

Free Dependents

Night Differential

Program Incentives

Job summary

Tasq Staffing Solutions in Cebu City, Philippines, is seeking a Technical Help Desk specialist for a telco account. You will handle inbound voice calls related to broadband issues and perform remote troubleshooting to restore service.

Responsibilities include diagnosing connectivity problems, guiding customers through device resets, logging tickets in CRM, and coordinating with field engineers to meet SLA targets. Onsite work in Cebu is required.

Qualifications

• Must be a College Graduate / Vocational Graduate of IT, Electronics, Telecommunications, or related field.
• At least 2 years of voice Telecom ISP repair and troubleshooting experience.
• Fundamental knowledge of TCP/IP, DNS, and LAN/WAN concepts.
• Proficient in spoken and written English.
• Willing to work onsite in Cebu and graveyard shift.

Responsibilities

• Handle inbound customer calls concerning broadband, fiber, and internet connectivity problems.
• Promote telecom plans through cross-selling and upselling during interactions.
• Identify and diagnose issues such as no connectivity or slow/intermittent speeds.
• Conduct remote troubleshooting including modem resets and configuration verifications.
• Log, update, and close trouble tickets using CRM/ticketing platforms.
• Escalate unresolved problems to field engineers or NOC with precise diagnostics.
• Coordinate with internal teams to meet repair SLAs and turnaround times.
• Provide clear resolution updates and manage customer expectations.
• Maintain high standards of call quality and regulatory compliance.

Skills

Troubleshooting

Remote troubleshooting

English communication

Education

IT / Electronics / Telecommunications degree

Tools

CRM software

Ticketing systems

Job description

Technical Help Desk (Telco) - Cebu City

Company: Tasq Staffing Solutions
Job Type: Full Time
Location: Cebu City, Philippines

We're looking for a Technical Help Desk to join a pioneering Telecommunications voice account in Cebu, handling inbound voice calls related to internet service issues and ensure timely restoration through remote troubleshooting or coordinated field support, while meeting defined service levels and customer experience targets.

Job Responsibilities

• Manage inbound customer calls concerning broadband, fiber, and internet connectivity problems.
• Promote and recommend telecom plans through cross-selling and upselling during customer interactions.
• Identify and diagnose issues such as no connectivity, slow speeds, intermittent disconnections, and device malfunctions.
• Conduct remote troubleshooting tasks including modem/ONT resets, profile refreshes, and configuration verifications.
• Assist customers with basic physical inspections and guide them through device reboot procedures.
• Log, update, and close trouble tickets using CRM and ticketing platforms.
• Escalate unresolved problems to field engineers or the NOC, providing precise fault diagnostics.
• Collaborate with internal departments to ensure compliance with repair SLAs and turnaround times.
• Communicate clear resolution updates and manage customers’ expectations effectively.
• Uphold high standards in call quality, accurate documentation, and regulatory compliance.

Requirements

• Must be a College Graduate / Vocational Graduate of IT, Electronics, Telecommunications, or any related course
• Must have at least 2 years of voice Telecom ISP repair and troubleshooting experience
• Fundamental knowledge of TCP/IP, DNS, and LAN/WAN concepts
• Familiarity with broadband, fiber optics, modems, routers, and ONT devices
• Capability to analyze diagnostic tools, alarms, and line parameters
• Proficient in spoken and written English
• Amenable to work on graveyard shift and shifting schedule
• Willing to work fully onsite in Cebu

Benefits

• Free HMO
• Free Dependents
• Night Differential
• Program Incentives

Please note that this is contingent to the final company or account you'll be profiled to.