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.

Requirements

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

Benefits

• 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!