Technical Support Specialist II (Level 2)
MiddleOn-site (Cebu City)Salary undisclosed
Required Skills
Linux
Job Description
The Technical Support Specialist II is responsible for advanced troubleshooting, configuration, and resolution of complex DISH SmartBox, IPTV, and hospitality entertainment technology issues. This role acts as an escalation point for Level 1 support and works closely with vendors, engineering teams, network operations, and hotel management to resolve service-impacting incidents.
Key Responsibilities:
Advanced Technical Support
- Serve as primary escalation point for Level 1 technicians.
- Troubleshoot advanced IPTV, SmartBox, and video distribution issues.
- Diagnose complex network-related service interruptions affecting television services.
- Analyze system logs, monitoring platforms, and performance metrics.
- Support installation and deployment of:
- DISH SmartBox systems
- IPTV headend equipment
- COAX headend Systems
- Streaming platforms
- Property-wide television solutions
- Perform advanced configuration and updates of SmartBox and IPTV devices.
- Creation of Channel Maps for Hospitality Pro-Idiom TVs
- Coordinate outage recovery activities and root cause analysis.
Network Troubleshooting
- Troubleshoot:
- VLAN configurations
- Multicast IPTV traffic
- QoS settings
- DHCP and DNS issues
- Firewall-related IPTV problems
- Streaming
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