CallTek
CallTek is a global leader in white-label technical support and business process outsourcing (BPO) services for technology operators and service providers. With over 19 years of experience, they offer a wide range of solutions including Technology as a Service (TaaS), field service management, network operations center (NOC) support, and remote patient monitoring. CallTek specializes in serving industries such as hospitality, healthcare, and multi-family housing by providing seamless on-site and remote technical support, project management, and customer service. Their extensive network of over 6,000 customer support agents offers 24/7 support in multiple languages, making them a trusted partner in amplifying business operations.
Tier 3 Engineer
December 1, 2024
CallTek
CallTek is a global leader in white-label technical support and business process outsourcing (BPO) services for technology operators and service providers. With over 19 years of experience, they offer a wide range of solutions including Technology as a Service (TaaS), field service management, network operations center (NOC) support, and remote patient monitoring. CallTek specializes in serving industries such as hospitality, healthcare, and multi-family housing by providing seamless on-site and remote technical support, project management, and customer service. Their extensive network of over 6,000 customer support agents offers 24/7 support in multiple languages, making them a trusted partner in amplifying business operations.
📋 Description
•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 •Wifi survey •Troubleshooting related to 3rd party vendors (GRE, phones, conference, BO and other services like chip n pin, pay@table etc). •Repeat dispatches - any PNOC dispatches that were unresolved during the first visit due to insufficient troubleshooting or cases escalated to vendors (aruba/ruckus) •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
•Preferrably Tier3 in-house passer •With Ruckus certifications (RIXCI, RAZSA)
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