Offer summary

Qualifications:

Fundamental network knowledge and experience in support and troubleshooting., Tier III certification is required., Familiarity with network hospitality services best practices is essential., Ability to manage firmware upgrades and handle escalated tickets..

Key responsabilities:

Respond to outage alerts and manage communication with ISPs and local staff.

Handle escalated tickets from Tier 1 and Tier 2 technicians.

Conduct initial troubleshooting and escalate complex issues as needed.

Document troubleshooting steps and monitor the health of network devices.

CallTek is a leading white label Enterprise Service provider delivering 24/7 engineering, software development and customer support to technology companies world wide currently servicing more 20,000 buildings and 1M enterprise network appliances. CallTek provides the highest level of engineering and customer service including global contact centers that are fluent in five major languages. With more than 5,000 team members and more than 15 years, CallTek has exclusively represented Internet Service Providers, Managed Service Providers, Manufacturers and Technology Companies, allowing our partners to focus on the customer. CallTek operates around the globe with 11 locations in five countries including the United States, Guatemala, the Philippines, Honduras and the Dominican Republic and India.

Job description

Job Description

NOC Support tasks include but are not limited to the following:

1. Reply to outage alerts that are generated by our monitoring server. Handling for these outages includes things such as contacting ISPs, calling the hotel and working with local staff to reboot equipment and fixing configurations that may be wrong (Switches, TGX, SmartZone Controllers) etc.

2. Manage firmware upgrades as required on a pro-active and regular basis.

3. Reply to emails that clients send to our support inbox and utilize client provided tools to respond to end-users.

4. Handle escalated tickets from your Tier1 and Tier 2 technicians that we work with.

5. Create or modify conferences per client requests. Conferences can involve updating/configuring SSIDs, DHCP, VLANs, Firewalls, Subnets, etc. -

6. Follow an escalation procedure that HKI Communications will prepare specifically for this queue that Analysts will comply with the Scope of Work (SOW) as instructed following the SOW submitted dependent on the type of Support they will be required to complete.

7. Receive and log incident reports related to IPTV and guestcast service disruptions.

8. Conduct initial troubleshooting steps, including checking network connectivity, service status, and user configuration.

9. Escalate complex issues to higher-level support teams or vendors as needed.

10. Document troubleshooting steps and resolutions for future reference.

-Monitor the health and performance of network devices, including routers, switches, firewalls
-Detect and troubleshoot connectivity issues between network devices.
-Timely response to alerts and incidents.

Requirements

1. Have fundamental network knowledge experience towards support, troubleshooting, administration and best practices within network hospitality services.

2. Tier III Certified

Required profile