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CallTek

White-label tech support, BPO, TaaS provider

IT Helpdesk/MSP

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeGeneral Santos City (Dadiangas), South Cotabato, PhilippinesNo salary listedIn-person

About the Job

Requirements

  • One to two years of experience in IT support, helpdesk, high-speed Internet Access support, or a Managed Service Provider environment is preferred.
  • A high school diploma or equivalent is required; an Associate's degree in IT or a related field is preferred.
  • Strong customer service mindset and ability to manage multiple tasks simultaneously.
  • Ability to follow processes while exercising sound judgment.
  • Reliability, punctuality, and ability to work independently or as part of a team.
  • Strong understanding of basic IT concepts, troubleshooting methodologies, and problem-solving.
  • Basic understanding of Windows and/or macOS operating systems.
  • Basic understanding of Active Directory and user account management.
  • Basic understanding of networking fundamentals, including IP addressing, DNS, DHCP, and Wi-Fi.
  • Basic understanding of Internet and HSIA troubleshooting.
  • Experience with ticketing systems such as ConnectWise, ServiceNow, or Zendesk.
  • Ability to clearly speak, read, and understand English in a professional environment.
  • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
  • Experience working in a Managed Service Provider (MSP) and High-speed Internet Access (HSIA) environment is preferred.
  • Familiarity with Microsoft 365 administration is preferred.
  • Familiarity with remote monitoring and management (RMM) tools is preferred.
  • Familiarity with basic cybersecurity practices, including MFA and endpoint protection, is preferred.
  • Relevant certifications are a plus but not required: CompTIA A+, CompTIA Network+, Microsoft Fundamentals certifications (MS-900, AZ-900), or ITIL Foundation.
  • Strong troubleshooting and analytical skills.
  • Attention to detail and documentation accuracy.
  • Ability to follow standard operating procedures and processes.
  • Team collaboration and willingness to learn.
  • Time management and organizational skills.

Responsibilities

  • Serve as the primary point of contact for incoming support requests via phone, email, chat, and ticketing systems.
  • Troubleshoot and resolve basic technical issues related to workstations (Windows/Mac), mobile devices, printers and peripherals, email systems (such as Microsoft 365 and Google Workspace), internet connectivity and network-related issues, modems, routers, network interface cards, Wi-Fi connectivity, LAN/WAN verification and stability (latency, packet loss, traceroute), head-end/server and gateway availability, and network components (switches and wireless access points).
  • Verify in-room or on-site network hardware, including customer-premises equipment, cabling, xDSL, coax, and Wi-Fi bridges.
  • Assist with connectivity for non-PC devices, including mobile devices, gaming consoles, and PDAs.
  • Support adding new users or customers and basic service provisioning.
  • Log, categorize, and prioritize tickets to meet or exceed service-level agreement response and resolution targets.
  • Perform initial diagnostics and provide first-call resolution whenever possible.
  • Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams with proper documentation.
  • Follow standard operating procedures, runbooks, and knowledge base articles.
  • Maintain professionalism and confidentiality when handling client data.
  • Assist with user account management, including password resets, access provisioning, and permissions.
  • Support onboarding and offboarding processes for client users.
  • Maintain accurate documentation of issues, resolutions, and client interactions.
  • Monitor system alerts and respond to automated notifications as needed.
  • Continuously expand technical knowledge and stay current with MSP tools and best practices.

Desired Qualifications

  • One to two years of experience in IT support, helpdesk, HSIA support, or an MSP environment.
  • An Associate's degree in IT or a related field.
  • Experience working in an MSP and HSIA environment.
  • Familiarity with Microsoft 365 administration, RMM tools, and basic cybersecurity practices (MFA and endpoint protection).
  • CompTIA A+, CompTIA Network+, Microsoft Fundamentals certifications (MS-900, AZ-900), or ITIL Foundation certification.

About the Company

CallTek

White-label tech support, BPO, TaaS provider

CallTek provides white-label technical support and BPO services for technology operators and service providers, including field service, cloud monitoring, NOC, and business continuity delivered under a Technology as a Service model that covers infrastructure, procurement, and full lifecycle support. It serves MSPs and enterprise platforms such as Cradle Point, Cisco, Aruba, Ruckus, and Fortinet, offering 24/7 multi-channel, multi-language support. Key differentiators are a global workforce of over 7,000, nearly two decades of experience, and recognition as a top employer in the Philippines in 2023, with a vertical focus on hospitality, multi-family student housing, and healthcare. CallTek aims to help technology operators scale, maintain uptime, and provide reliable branded support across channels and languages.

Company size
501-1,000
Company stage
Not listed
Total funding
Not listed
Headquarters
Irvine, CA
Founded
2004

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