PNOC Specialist

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

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)

Currently work from home