Managed Service Provider (T2)

CallTek

Cebu City, Cebu, Philippines permanent

Posted: December 23, 2025

Required Skills

Job Description

• Provide Tier 2 technical support for hotel and corporate staff
• Troubleshoot and resolve complex IT issues escalated from Tier 1
• Escalate unresolved issues to Tier 3 or appropriate internal teams when required
• Respond to and manage technical support tickets using the designated ticketing system
• Liaise with hotel technology vendors to troubleshoot integrated systems
• Collaborate with infrastructure and network teams on server-related or systemic challenges
• Create and maintain internal knowledge base documentation to support Tier 1 agents
• Accurately document all support interactions, resolutions, and escalation notes
• Make sure that all Sev1 tickets are worked on
• Make sure that all new tickets are assigned/grabbed
• Will also monitor the team’s attendance
• Will still take calls since only Tier2 agents will be working on this shift

Requirements:
• Education & Experience:

• 2+ years of experience in a technical support or service desk role
• Experience supporting hospitality or hotel technology strongly preferred

• Technical Skills:

• Operating Systems: Windows 11
• Networking: TCP/IP, routing, switching fundamentals
• Applications: Microsoft Office Suite, web browsers, and hospitality-specific platforms
• Microsoft Technologies: Active Directory, Group Policy
• Hardware support: desktops, laptops, smartphones, printers

• Professional Skills:

• Strong analytical and problem-solving skills
• Excellent written and verbal communication
• Demonstrated customer service focus
• Ability to work independently and as part of a cross-functional team
• Willingness to work flexible hours as part of a 24/7 support environment

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