Technical Support Engineer (level 3)

CallTek, Inc. is a global leader in providing innovative, white-label technical support services for technology operators and service providers in industries like hospitality and healthcare.

Staff4Me

Employee count: 5000+

Philippines only

Staff4Me is currently seeking a highly skilled and experienced Technical Support Engineer (level 3) to join our team. As a Technical Support Engineer, you will provide advanced technical support and troubleshooting for our clients' complex issues. You will collaborate with cross-functional teams and use your expertise to deliver effective solutions and ensure customer satisfaction.

Responsibilities

Provide real-time assistance to T2s, PNOCs and handle escalated calls.
Work on Escalations, contact properties, troubleshoot, and resolve outstanding issues.
Work on Circuit Cutover
Work with ISP to test their circuit and make sure that the entire IP block works and that the property is receiving correct/proper bandwidth.
Work with vendors to get their devices configured for the new circuit, i.e. time clocks, Marriott routers.
Work with our technician to run a cable from the new circuit to the core switch.
PMS, Portal page implementation and troubleshooting including access code creation.
Work with Tech Dispatches related to:
PMS troubleshooting
Wi-Fi survey
Troubleshooting related to 3rd party vendors (GRE, phones, conference, BO and other services like chip n pin, pay@table etc). This includes cable run issues and firewall install/troubleshooting due to issues affecting 3rd party services.
Work on SSID requests, conference issues and other special requests.
Provide necessary analysis, aggregation and correlation of data, application logs, syslogs to isolate and identify faults in the production infrastructure (both wired and wireless).
Work closely with Engineering, logistics, equipment and third-party vendors as new equipment and technologies are integrated with the production network.

Requirements

At least 2 years of experience in technical support or a similar role.
Strong technical knowledge and experience in troubleshooting complex issues.
Excellent problem-solving and analytical skills.
Experience working on a help desk or customer support environment.
Ability to effectively communicate technical information to non-technical users.
Strong customer service and interpersonal skills.
Experience with remote support tools and ticketing systems.
Knowledge of network protocols, operating systems, and software applications.
Relevant certifications such as CCNA, MCP, or MCSE are preferred.
Bachelor's degree in Computer Science or a related field is desired.

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About the job

Apply before

Nov 05, 2025

Posted on

Sep 07, 2025

Job type

Full Time

Experience level

Mid-level

Location requirements

Philippines

Hiring timezones

Philippines +/- 0 hours

Job categories

Technical Support Engineer Senior Technical Support Engineer Support Engineer

Skills

Technical Support Troubleshooting Circuit Cutover IP Networking PMS GRE Marriott Routers Cable Running Access Code Creation Remote Support Ticketing Systems CCNA Bandwidth Wi Fi Surveys

About Staff4Me

Learn more about Staff4Me and their company culture.

View company profile

Through groundbreaking technology and a commitment to unparalleled service, CallTek, Inc. is revolutionizing the white-label technical support industry. For over two decades, CallTek has established itself as a global leader, providing innovative solutions for technology operators and service providers across a multitude of sectors, including hospitality, healthcare, multi-family residences, and large-scale arenas. The company's forward-thinking approach is centered on creating seamless, scalable, and secure support infrastructures that empower clients to focus on their core business growth. At the heart of CallTek's innovation is its proprietary technology, such as the Odyssey CX platform, which leverages artificial intelligence and natural language processing to deliver deep customer insights and enhance service quality in real-time. This, combined with a proactive methodology for issue prevention and advanced reporting, ensures that potential problems are identified and resolved before they can impact service, guaranteeing exceptional connectivity and customer satisfaction.

CallTek's technological prowess is further demonstrated by its robust and secure infrastructure, including a proprietary 20,000-mile fiber optic 'Super-Loop' between Asia and the United States. This self-healing ring, protected by SDWAN technology, provides a private cloud network for secure data hosting and accessibility, offering clients peace of mind and business continuity in the face of any disaster. With a global team of over 10,000 skilled professionals managing more than 20,000 buildings and one million enterprise network appliances, CallTek's reach is extensive. The company's team members hold numerous industry-specific certifications and are adept at supporting a wide array of enterprise platforms. This dedication to technical excellence and innovation has positioned CallTek as the trusted partner for businesses that require reliable, secure, and intelligent support solutions to keep their operations moving forward.