About this role
Key Responsibilities: Taking calls from Hotel Staff members and dispatched technicians. Adhering to company policies on attendance and use of phone codes. Creating, Updating, Resolving or Escalating incidents according to company policies and SLAs. Communicating with clients and internal GuestTek’s departments. Co-operating within the team to ensure all calls are answered within SLAs. Other related duties as assigned by Global Services Management Team. Achieve KPIs set by management team.
Requirements: . Must be able to speak and write in fluent English. Degree in Computer science or relevant field or work experience in a similar field. Excellent communication both verbal and written in English and good interpersonal skills Must be able to work with a variety of hardware, software, and networking technologies -Firewall and load balancers: Elfiq, Cisco ASA and Juniper -Switches: HP, Cisco, Cisco Meraki, Aruba and Ruckus -Access Points and Controllers: Cisco, Aruba and Ruckus Good knowledge of IPTV and STB technology is an advantage. Must demonstrate knowledge of networking: OSI layer, TCP/IP protocol, routing and switching (ACLs, static routes, NAT, VLANs, trunking, STP, DNS, DHCP, etc) Experience in managing and fine tuning of wired and wireless networks (Networking QOS settings) Demonstrable experience in connectivity verification, diagnosis and troubleshooting of wired and wireless networks. Relevant Networking/IT certification is an asset (CCNA or similar) Linux knowledge is a must (CLI commands, experience with scripting and automation processes will be an add-on) Good understanding of business supported Available to cover shifts supporting a 24/7/365 operation. Strong communication skills and understanding of the business supported. Must demonstrate knowledge of networking.
Must demonstrate problem solving skills. Understanding Guesttek proprietary products is an asset.
Personal Attributes: Ability to quickly build strong relationships with colleagues and clients. Ability to work under pressure. A positive “can do” attitude and customer focused approach that will enable to deal with challenging situations with integrity, empathy and sincerity. Must show knowledge about latest