GNOC Specialist

Company Description

GuestTek™ is a global leader in broadband technology and interactive solutions for the hospitality industry. Since 1997, we have partnered with hotels to maximize your property’s offerings–enhancing your brand, helping you generate more revenue and giving you total confidence you’re delivering a world-class guest experience.

With operations reaching 85 countries and serving more than 3900 hotels, we understand your most critical requirements. Whether it’s an individual property, franchised or corporate location, GuestTek allows you to customize each solution to your property’s needs. And GuestTek’s focus on hospitality means we fully understand and deliver on the technology needs of today’s guests, while engineering the in-room technologies desired by tomorrow’s guests, too.

Our OneView™ platform gives your guests the ultimate in-room experience. With converged HSIA, Video, Data, Voice and mobile applications like myAway and myMedia, we provide a seamless integration of their personal electronic devices. By offering a custom interface, GuestTek brings your hotel branding to every room, reinforcing the value and services of your property every time a guest turns on the TV or logs in to their device.

Because OneView is built in house, proprietary and highly customizable, we offer a flexibility that resellers simply cannot match. GuestTek’s Research & Development teams continually develop new features in response to client or market demands. By consistently providing state-of-the-art-technology, our platform is designed to grow with your business.

GuestTek has experienced significant worldwide growth with the 2014 acquisition of iBAHN & TelNet and the creation in 2015 of a subsidiary; Event Conference Services (ECS). We continue to seek opportunities that expand our capacity to serve more global clients and offer the best in hospitality technology. Our continuous commitment to our clients means we at GuestTek align ourselves with leading providers around the world of satellite and cable television to provide better offerings to your guests, helping them to feel just a little more at home.

Job Description

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.

Qualifications

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.

Additional Information

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