Responsibilities

- 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 setting
- 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)

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 PNOC Specialist (Gurugram)
🏢 Guest Tek
📍 Gurugram