Technical Support Specialist II (Level 2)

CallTek; Philippines; On-site; PHP 600,000 - 800,000; Full time

Job summary

CallTek in the Philippines is seeking a Technical Support Specialist II to troubleshoot advanced IPTV, DISH SmartBox, and hospitality entertainment systems, acting as the escalation point for Level 1 support and collaborating with vendors, engineering, and hotel management.

You will analyze logs, configure devices, coordinate outage responses, and mentor junior staff while documenting procedures and contributing to process improvements.

Qualifications

• Associate degree or higher in IT, networking, or telecom preferred.
• 3–5 years in technical support.
• 2+ years supporting IPTV, TV distribution, or hospitality tech.
• Experience in multi-site hotel or resort environments is 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 TV services.
• Analyze system logs, monitoring platforms, and performance metrics.
• Coordinate outage recovery and root-cause analysis.
• Mentor Level 1 staff and support incident management.

Skills

IPTV troubleshooting

DISH SmartBox

Networking fundamentals

TCP/IP

VLANs/Trunking

Multicast/IGMP

Customer communications

Incident management

Documentation

Leadership abilities

Education

Associate degree or higher in Information Technology, Networking, Telecommunications, or related discipline preferred

Tools

ServiceNow

Salesforce

Zendesk

Wireshark

Job description

The Technical Support Specialist II is responsible for advanced troubleshooting, configuration, and resolution of complex DISH SmartBox, IPTV, and hospitality entertainment technology issues. This role acts as an escalation point for Level 1 support and works closely with vendors, engineering teams, network operations, and hotel management to resolve service-impacting incidents.

The Technical Support Specialist II is responsible for advanced troubleshooting, configuration, and resolution of complex DISH SmartBox, IPTV, and hospitality entertainment technology issues. This role acts as an escalation point for Level 1 support and works closely with vendors, engineering teams, network operations, and hotel management to resolve service-impacting incidents.

Key Responsibilities

Advanced Technical Support

• 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 systems
  • IPTV headend equipment
  • COAX headend Systems
  • Streaming platforms
  • Property-wide television solutions
• Perform advanced configuration and updates of SmartBox and IPTV devices.
• Creation of Channel Maps for Hospitality Pro-Idiom TVs
• Coordinate outage recovery activities and root cause analysis.

Network Troubleshooting

• Troubleshoot
  • VLAN configurations
  • Multicast IPTV traffic
  • QoS settings
  • DHCP and DNS issues
  • Firewall-related IPTV problems
  • Streaming service performance issues
• Use packet captures and network diagnostic tools to isolate issues.
• Work with ISPs and network vendors during escalations.

Leadership & Escalation Management

• Mentor and coach Level 1 personnel.
• Review ticket quality and troubleshooting effectiveness.
• Assist with training and onboarding new technicians.
• Lead technical bridge calls during major incidents.

Documentation & Process Improvement

• Develop troubleshooting procedures and knowledge base articles.
• Identify recurring issues and recommend long-term solutions.
• Participate in change management and testing initiatives.

Requirements

Education

• Associate degree or higher in Information Technology, Networking, Telecommunications, or related discipline preferred.

Experience

• 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.

Technical Knowledge

• IPTV architectures
• DISH SmartBox platforms; IPTV, COAX-RF, Streaming
• Smart TV management
• Networking fundamentals and advanced troubleshooting
• TCP/IP, DHCP, DNS
• VLANs and trunking
• Multicast and IGMP
• Wireless networking
• Streaming technologies
• Linux and Windows operating systems.

Experience with

• Network monitoring platforms
• Remote access tools
• ServiceNow, Salesforce, Zendesk, or equivalent ticketing systems
• Log analysis and packet capture tools (Wireshark)

Soft Skills

• Advanced problem-solving abilities
• Strong customer communication skills
• Ability to manage multiple critical incidents simultaneously
• Excellent documentation skills
• Strong organizational and leadership capabilities

Preferred Certifications

• CompTIA Network+
• CompTIA Security+
• Cisco CCNA
• Aruba Certified Mobility Associate (ACMA)
• Ruckus Technical Certifications
• HDI Desktop Support Technician
• ITIL Foundation
• DISH SmartBox Certifications, must obtain post hire