GNOC Specialist

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