Technical Support Specialist I (Level 1)

Staff4Me; Cebu City; On-site; PHP 201,000 - 290,000; Full time

Job summary

Staff4Me is seeking a Technical Support Specialist I to deliver first-line technical assistance for DISH SmartBox, IPTV systems, and guest room entertainment devices in Cebu City, Philippines. You will troubleshoot connectivity, registration, and streaming issues, and communicate clearly with hotel staff and guests.

The role requires strong customer service, basic networking knowledge, and the ability to document steps and resolutions in our ticketing system.

Qualifications

• High School Diploma or equivalent is required.
• Associate degree in IT/Networking/Telecommunications or related field preferred.
• 1–2 years of technical support, help desk, hospitality technology, or customer service experience preferred.

Responsibilities

• Receive and respond to support requests via phone, email, ticketing system, and chat.
• Troubleshoot DISH SmartBox, IPTV systems, set-top boxes, and guest room entertainment devices.
• Identify and resolve basic issues related to TV channel availability, registration, connectivity, streaming, and remote controls.
• Verify device online status using management platforms and monitoring tools.
• Perform remote diagnostics and basic configurations.
• Escalate unresolved issues to Level 2 support with complete documentation.
• Document troubleshooting steps and resolution details in the ticketing system.

Skills

Customer service

Communication

Troubleshooting

Attention to detail

Fast-paced environment

Education

High School Diploma or equivalent

Associate degree in IT/Networking/Telecommunications

Tools

Ticketing system

Management platforms

Remote diagnostics tools

Job description

The Technical Support Specialist I is responsible for providing first-line technical support for DISH SmartBox, IPTV systems, guest room entertainment solutions, and related network-connected devices. This role serves as the initial point of contact for hotels, property staff, and internal teams, diagnosing and resolving common issues while delivering exceptional customer service. Complex issues are escalated to Level 2 support as required.

Key Responsibilities:

Technical Support

• Receive and respond to support requests via phone, email, ticketing system, and chat.
• Troubleshoot DISH SmartBox equipment, IPTV systems, set-top boxes, and guest room entertainment devices.
• Identify and resolve basic issues related to:
• TV channel availability
• SmartBox registration and connectivity
• IPTV streaming problems
• Coax Rf TV issues
• Remote controls and television configuration
• Guest room device resets and reboots
• Network connectivity affecting television services
• Verify device online status using management platforms and monitoring tools.
• Perform remote diagnostics and basic configurations.
• Escalate unresolved issues to Level 2 support with complete documentation.

Customer Service

• Provide professional support to hotel staff, management, and guests.
• Communicate technical information clearly to non-technical users.
• Maintain customer satisfaction while adhering to service level agreements (SLAs).
• Document troubleshooting steps and resolution details in the ticketing system.

Documentation

• Create detailed support tickets.
• Update knowledge base articles and troubleshooting guides.
• Track recurring issues and report trends to management.

Education

• High School Diploma or equivalent required.
• Associate degree in Information Technology, Networking, Telecommunications, or related field preferred.

Experience

• 1-2 years of technical support, help desk, hospitality technology, or customer service experience preferred.

Technical Knowledge

Basic understanding of:

• IPTV and television systems
• COAX and Distribution Systems
• TCP/IP networking fundamentals
• DHCP, DNS, and Internet connectivity
• Smart TVs and streaming platforms
• Windows operating systems
• Mobile device troubleshooting

Soft Skills

• Strong customer service skills
• Excellent verbal and written communication
• Ability to follow troubleshooting procedures
• Attention to detail
• Ability to work in a fast-paced environment

Preferred Certifications

• CompTIA A+
• CompTIA IT Fundamentals (ITF+)
• HDI Support Center Analyst (SCA)