PNOC 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

Ensure customer satisfaction through follow up on ‘hot’ issues in a time sensitive manner  Demonstrated ability to analyze and interpret documented network configurations and designs to accurately visualize effect and impact of outages, as well as solutions  Communicate to management and staff of significant outages and/or client escalations  Maintaining current knowledge of industry and technological advances and developments and how they may impact GuestTek’s services and products  Use technical knowledge and organizational skills to analyze and investigate patterns, cases and potential problems  Open and maintain cases including; case progress, escalations and status using GuestTek ticketing system  Identify patterns of problems or solutions using investigative skills  Provide an excellent level of service to Guest-Tek staff and Clients  Ensure that follow-up is occurring for long standing issues  Perform troubleshooting (up to resolution where applicable) for all issues identified through proactive monitoring  Identify and escalate situations requiring urgent attention  Take ownership of identified issues from start or ensure proper escalation process is initiated  Troubleshoot identified issues remotely using a variety of software tools and skills  Must achieve monthly KPIs set by management team

Qualifications

Bachelor’s degree and/or College diploma in a related business or technical program or equivalent experience  Excellent verbal and written communication skills (English)  Knowledge of data networking and telecommunications hardware and protocols  Some experience preferred with any/all: DSL, CAT5, Wireless, IP routing, VoIP, Digital Video and Linux  Exceptional organizational skills, and the ability to multi-task with attention to detail  Follow and adhere to Guest-Tek guidelines  Ability to resolve standard, documented issues with minimal assistance or supervision  Positive, can-do attitude  Must be available to work in a 7/24/365 shift work environment  Knowledge of Guest-Tek tools and products is an asset (GSAC, OVI6, OVM, ITV, NMS, OSD)  Certification in networking is an asset (i.e. CCNA)

Additional Information

Currently work from home