GNOC/Network Specialist

About the role

The GNOC is responsible for taking calls from hotel staff, creating incidents, and either resolving or escalating those incidents. The specialist must work with a variety of hardware, software, and networking technologies, provide quick solutions under pressure, and possess superior knowledge of all GuestTek products and services.

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 departments.
• Co‑operating within the team to ensure all calls are answered within SLAs.
• Other related duties as assigned by Global Services Management Team.

Required profile

• Fluent spoken and written English.
• Degree in Computer Science or related field, or equivalent work experience.
• Excellent verbal and written communication skills and strong interpersonal abilities.
• Availability to cover shifts for a 24/7/365 operation.
• Problem‑solving capability and strong understanding of the supported business.
• Relevant networking/IT certification is an asset.

Required skills

• Knowledge of networking concepts and technologies.
• Linux operating system familiarity.
• Understanding of GuestTek proprietary products.
• Networking/IT certification (asset).