Helpdesk Specialist

Full Time

We are looking for passionate, motivated, and highly skilled individuals to be the front liner for all Redtone’s customers; providing the best customer experience for all telecommunications services offered by the company.


Duties and responsibilities

  • Serve as the first point of contact for customers seeking technical assistance over the phone, email and other channels of communication.
  • Able to perform remote troubleshooting through diagnostic techniques and pertinent questions related to technical and network.
  • Determine the best solution based on the issue and details provided by customers.
  • Direct unresolved issues to the next level of support personnel
  • Follow-up and update customer status and information on a timely manner as per standard guidelines by the company.
  • Work closely with internal teams and departments to resolve all customer related complaints and outages.
  • Pro-actively monitor live circuits & nodes, perform the right escalation, communicate efficiently and accurately to the customer and preparation of relevant reports but not limited to root cause analysis and service interruption report.
  • Continuous performance improvement of sites; by mitigation on faults, root cause analysis, weekly meetings and quarterly meetings with internal and external (service providers) teams to ensure sites KPI are met.
  • Able to deliver exceptional performance and take up additional assignment and tasks related to the operations department as part of the company’s continuous efforts for service improvement.


Qualifications and requirements

  • Candidate must possess at least a bachelor’s degree in IT, Computer Science, Telecommunications or Network. (Fresh graduates are encouraged to apply)
  • Excellent communication skills with proficiency in multiple languages a plus.
  • Self-driven, achievement oriented and Strong Can-Do attitude
  • Ability to communicate professionally with clients, regulatory bodies, and partners.
  • A team player and must be able to work on shift.


Skills and experience

  • Experienced in IT or Telco industry will be an added advantage
  • Ability to diagnose and resolve basic technical & network related incidents.
  • Good Interpersonal & Intrapersonal skills.



  • Basic IT troubleshooting on telecommunication infrastructure and network.
  • Well verse with MS Excel, Power Point and Word.
  • Able construct reports, SOP documents and presentations.
  • Proficient in written English.
  • Excellent communication skills.
  • Creative thinking, information seeking and problem solving skills.


Job Features

Job Category

Customer Care



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