GNOC Specialist

Guest-tek India; Gurugram District; On-site; INR 400,000 - 600,000; Full time

Job summary

Guest-tek India is seeking a dedicated professional to manage customer support calls from hotel staff and technicians. The role requires strong networking skills and the ability to communicate effectively in English, ensuring adherence to company policies and SLAs.

Candidates should have a degree in Computer Science or relevant experience, with knowledge of networking technologies, firewalls, and Linux. A customer-focused attitude and availability for shifts supporting a 24/7 operation are essential.

Qualifications

• Must be able to speak and write in fluent English.
• Experience with Firewalls, switches, and access points is essential.
• Knowledge of networking protocols and troubleshooting.

Responsibilities

• Taking calls and resolving incidents as per company policies.
• Communicating with clients and internal departments.
• Ensuring all calls are answered within SLAs.

Skills

Fluent English

Networking knowledge

Communication skills

Linux knowledge

Experience with networking technologies

Customer-focused approach

Education

Degree in Computer Science or relevant field

Relevant Networking/IT certification (CCNA or similar)

Tools

Firewalls (Elfiq, Cisco ASA, Juniper)

Switches (HP, Cisco, Cisco Meraki, Aruba, Ruckus)

Access points and controllers (Cisco, Aruba, Ruckus)

Job description

Job 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’s departments.
• Co-operating within the team to ensure all calls are answered within SLAs.
• Other related duties as assigned by Global Services Management Team.
• Achieve KPIs set by management team.

Qualifications

• Must be able to speak and write in fluent English.
• Degree in Computer science or relevant field or work experience in a similar field.
• Excellent communication both verbal and written in English and good interpersonal skills.
• Must be able to work with a variety of hardware, software, and networking technologies.
• Experience with Firewalls and load balancers: Elfiq, Cisco ASA and Juniper.
• Experience with switches: HP, Cisco, Cisco Meraki, Aruba and Ruckus.
• Experience with access points and controllers: Cisco, Aruba and Ruckus.
• Good knowledge of IPTV and STB technology is an advantage.
• Must demonstrate knowledge of networking: OSI layer, TCP/IP protocol, routing and switching (ACLs, static routes, NAT, VLANs, trunking, STP, DNS, DHCP, etc).
• Experience in managing and fine‑tuning of wired and wireless networks (networking QoS settings).
• Demonstrable experience in connectivity verification, diagnosis and troubleshooting of wired and wireless networks.
• Relevant Networking/IT certification is an asset (CCNA or similar).
• Linux knowledge is a must (CLI commands, experience with scripting and automation processes will be an add‑on).
• Good understanding of business supported.
• Available to cover shifts supporting a 24/7/365 operation.
• Strong communication skills and understanding of the business supported.
• Must demonstrate knowledge of networking.

Additional Information

• Ability to quickly build strong relationships with colleagues and clients.
• Ability to work under pressure.
• A positive “can do” attitude and customer focused approach that will enable you to deal with challenging situations with integrity, empathy and sincerity.