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 needsHighly detail-oriented, organized, and process-focused, with the ability to multi-taskDedicated and committed to problem resolutionWillingness to share knowledge with team members and superiorsHumble and open to continuous learningThinks logically and creatively, applying knowledge to new situationsTechnical Requirements
Exhibits expert-level troubleshooting skills to ensure resolution of complex guest and property issues, including systemic issuesConsistently delivers 90% resolution of customer inquiries and requests on first contactDemonstrates advanced ability to assist multi-users and address property-level issues and outagesDevelops 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 platformsRequires 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 dayEmergency loan and financial assistance programsFree 24-hour snacks and beveragesHealth insurance and health subsidyRetirement plan, life insurance, and savings planTeam socialization allowance and attendance bonusesYear-end performance bonus (company discretion)And much more!