Product Specialist and Trainer

The Product Specialist and trainer is primarily focused on working on escalated incidents, and reported
issues with the network as well as internal GuestTek products. The Product Specialist must be able to
work on a variety of hardware and software related issues in a timely manner. This individual must be
able to work under pressure to provide quick solutions for the Clients, and needs to demonstrate an
exceptional knowledge of all company products and services, providing their support. The Product
Specialist and trainer is the highest level of escalations within the support structure.
Must be highly perceptive and analytical, able to adapt teaching techniques to different learner types,
support staff in developing their knowledge and abilities, and be able to deliver thorough training to share
product expertise in ways that inspire others.

Key Responsibilities:

Creating, Updating, Resolving or Escalating incidents according to company policies and SLAs.
 Working with various GuestTek departments on escalations through resolution.
 Configuring Firewalls, Wireless Lan Controllers and Switches to maximize network efficiency and security.
 Maximizing network performance through ongoing monitoring and troubleshooting.
 Investigating faults in the network.
 Reviewing release notes and updating network equipment to the latest firmware releases when required.
 Thinking outside of the box to quickly come up with solutions to complex network issues.
 Communicating with clients and client facing departments for escalated issues.
 Adhere to current company policies and procedures.
 Working with the team to ensure incidents and calls are addressed within SLAs.
 Train team when required.
 Involvement in the NPI process when required.
 Other related duties as assigned by Global Services Management Team.
 Devise technical training programs according to organizational requirements.
 Determine course content according to objectives.
 Produce training schedules, classroom agenda and prepare training material (presentations, worksheets etc.).
 Execute training sessions, webinars, workshops etc. in groups or individually (existing agent or new starters
onboarding).
 Observe and evaluate results of training programs.
 Evaluate technical employees and identify weaknesses and identify technical training needs.
 Participate in the recruiting process by preparing the needed technical tests for the candidates.
 Post the training class, to track employee success and progress.
 Work with internal teams to create and regularly update product manuals and knowledge articles with
screenshots and tutorials, as per the requirement.

Comprehensive understanding of network services and networks such as TCP/IP, IGMP, STP, and ACL
 In-depth understanding and practical knowledge of networking systems such as LAN, firewalls, switches and
wireless controllers
 Ability to analyze and evaluate networks, identify issues, and provide solutions to ensure networks are operating
efficiently
 Must be able to speak and write in fluent English.
 Available to cover shifts supporting a 24/7/365 operation
 Linux experience a must.
 Extraordinary level of logical thinking, communication skills, and understanding of the business supported.
 CCNA is a requirement.
 Relevant Networking/IT certification is an asset.
 Knowledge of various teaching methods and approaches.
 Traveling availability to receive up-training from partners, and to assist customers that require onsite assistance
from our product specialists.
 

Personal Attributes:
 Ability to work under pressure.
 Must have very good work ethic.
 Must have excellent written / oral communications, and problem solving skills.
 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.
 Must have a desire to learn.
 Good time-management skills
 Ability to identify gaps in skills.
 Encouraging to team and staff; able to mentor and lead