Network/GNOC Specialist

4 weeks ago

Canada GuestTek Interactive Entertainment Ltd. Full time

Position: GNOC Specialist - Media

Department: Global Services

Location: Canada - Remote

Position Type: Full-time, Permanent

Reports to: Support Supervisor

The GNOC Specialist is responsible for taking calls from dispatched technicians, hotel staff (IT, engineers, maintenance, front desk) and others, creating incidents, diagnosing, troubleshooting and then either resolving or escalating those incidents that include networking and media. Must be able to work with a variety of hardware, software, and networking technologies in a timely manner. This individual must be able to work under pressure to provide quick solutions for the clients and must demonstrate a superior working knowledge of all GuestTek products and services.


Since our company serves customers all around the world, this position entails a variety of shift work; therefore, scheduling flexibility is essential.

Key Responsibilities:


· Taking calls from Hotel Staff members and dispatched technicians.

· Provide exceptional customer service to callers.

· When requested, handling e-mail communication with the customers.

· Adhering to company policies on attendance and use of phone codes.

· Communicating with customers and internal GuestTek’s departments.

· Co-operating within the team to ensure all calls are answered within SLAs (Service Level Agreements).

· Using internal software to create, update, resolve and escalate tickets according to Company standards and procedures.

· Meeting or exceeding the expected performance standards set by Global Services Management Team.

· Attending additional training programs that will be provided and organized by the Company.

· Other related duties as assigned by Global Services 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.

· Relevant Networking/IT certification is an asset (CCNA or similar)

· Excellent communication both verbal and written in English and Spanish.

· Exceptional Customer Service.

· Available to cover shifts supporting a 24/7/365 operation (Full availability for any shift).

· Must demonstrate problem solving skills.

· Understanding GuestTek proprietary products is an asset.

· Must be able to work with a variety of hardware, software, and networking technologies.

· Knowledge of the following is an asset:

- Firewall and load balancers: Elfiq, Cisco ASA and Juniper

- Switches: HP, Cisco, Aruba and Ruckus

- Access Points and Controllers: Cisco, Aruba and Ruckus

- Managing and fine tuning of wired and wireless networks (Networking QOS settings)

· Must demonstrate knowledge of networking: OSI layer, TCP/IP protocol, routing and switching (ACLs, static routes, NAT, VLANs, trunking, STP, DNS, DHCP, etc)

· Demonstrable experience in connectivity verification, diagnosis and troubleshooting of wired and wireless networks.

· Basic Linux knowledge is a must (CLI commands, experience with scripting and automation processes will be an add-on)

· Exceptional organizational skills, and the ability to multi-task with attention to detail.

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 technology in use.

· Ability to use logic while providing service.

· Ability to work independently, and the desire to go above and beyond while contributing to a team’s overall success.

· Must have a desire to learn.

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