Technical Support Engineer 3

CallTek is a global leader in white-label technical support, trusted by technology operators worldwide for over 20 years. With 10,000+ professionals across nine countries, we deliver 24/7 engineering, software development, customer support, and field services. Backed by top security certifications and innovative AI solutions, we provide secure and seamless support for our partners. Join our growing team and build your career with us!

Job Description
We are pooling for Network Support Engineers to join our growing team!
The primary function of the Network Support Engineer (NSE) is to resolve higher-level networking and device issues. Candidates must have the ability to participate in an on-call rotation.

We are not actively hiring yet, but we will start contacting shortlisted applicants as soon as we get the green light to proceed with hiring.

Attitude and Aptitude
Maintain 80% productivity towards cases (time spent), with 35-50 closed cases per month
Ensure a superior customer service experience with strong interpersonal skills, empathy, and patience
Ability to mentor and train Network Support Analysts and Technicians
Demonstrate expert-level aptitude on multiple platforms
Display excellent communication skills - listens to users, translates their concerns into technical terms, resolves issues, and explains solutions in a user-friendly manner

Characteristics of a High Performer
Customer service-oriented with strong interpersonal skills; responds promptly and professionally to client needs
Highly detail-oriented, organized, and process-focused, with the ability to multi-task
Dedicated and committed to problem resolution
Willingness to share knowledge with team members and superiors
Humble and open to continuous learning
Thinks logically and creatively, applying knowledge to new situations

Technical Requirements
Exhibits expert-level troubleshooting skills to ensure resolution of complex guest and property issues, including systemic issues
Consistently delivers 90% resolution of customer inquiries and requests on first contact
Demonstrates advanced ability to assist multi-users and address property-level issues and outages
Develops proficiencies with all Network Support Technician (NST) issues plus:
- Fundamental networking (OSI model, 3rd-party network integration, troubleshooting tools/processes, switching/routing, firewalls, etc.)

Platform Exposure and Certifications
Demonstrates proficiency with all Network Support Analyst and Technician platforms
Requires certification in at least one NST Level 2 certification and all NST Level 3 certifications, including:
- Nomadix
- Ruckus WISE 1
- HP/Aruba ACSA
- Meraki CMNA
Develops proficiency with:
- Marriott Connect My Device
- AGS/EGS self-installs
- IPTV (IGMP)
- GPON

Free one meal a day

Emergency loan and financial assistance programs

Free 24-hour snacks and beverages

Health insurance and health subsidy

Retirement plan, life insurance, and savings plan

Team socialization allowance and attendance bonuses

Year-end performance bonus (company discretion)

And much more!