Company Description
For more than two decades, CallTek has been a global leader in delivering secure, compliant, and reliable white-label technical support services.
As a Managed Service Provider (MSP), we offer 24/7 engineering, software development, field service, and customer support to technology operators and service providers worldwide.
Our team of over 10,000 professionals manages more than 20,000 buildings and one million enterprise network appliances globally.
Headquartered in Irvine, CA, and with offices in nine countries, CallTek is committed to security, privacy, and innovation, integrating AI and NLP to provide advanced solutions for deep customer insights.
Role Description
- Monitor network performance and respond to alerts proactively to ensure uptime.
- Provide technical assistance in English via phone, email, and chat to clients experiencing issues.
- Troubleshoot hardware and software problems and escalate issues as necessary.
- Document all support interactions and resolutions in the ticketing system for accurate record-keeping.
- Collaborate with cross-functional teams to improve service efficiency and user satisfaction.
- Participate in regular training sessions to stay updated on new technologies and best practices.
- Assist in generating reports on network performance and incident management.
Qualifications
- Network Operations Center (NOC) experience
- Strong Troubleshooting skills
- Network Administration experience
- Technical Support skills
- Experience in Computer Network Operations
- Excellent written and verbal communication skills in English
- Ability to work independently and remotely
- Experience with AI and NLP platforms is a plus
- Relevant certifications such as CompTIA Network+, CCNA are beneficial