Telecom Help Desk Specialist - Internet & Troubleshooting

Tasq Staffing Solutions

Compostela

On-site

PHP 268,000 - 335,000

Full time

3 days ago

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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.