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 wo

📌 PNOC Specialist (Gurugram)
🏢 Guest Tek
📍 Gurugram