PNOC Specialist

Guest-tek India; Gurugram District; On-site; INR 300,000 - 500,000; Full time

Job summary

Guest-tek India is seeking a dedicated professional with a Bachelor's degree for a role focused on customer satisfaction and technical troubleshooting. The position entails analyzing network configurations, managing cases, and effectively communicating with clients and management regarding outages.

The ideal candidate should possess strong organizational skills and be available for shift work. Familiarity with Guest-tek's tools and networking certification (e.g., CCNA) will be advantageous. The role currently allows for work from home.

Qualifications

• Bachelor's degree or equivalent experience is required.
• Must possess excellent verbal and written English communication skills.
• Exceptional organizational skills and the ability to multi-task with attention to detail.

Responsibilities

• Ensure customer satisfaction through timely follow-up on issues.
• Troubleshoot identified issues remotely using software tools.
• Communicate significant outages and client escalations to management.

Skills

Data networking

Telecommunications hardware

Excellent communication skills

Organizational skills

Troubleshooting

Education

Bachelor’s degree in a related business or technical program

Tools

GSAC

OVI6

OVM

ITV

NMS

OSD

Job description

Job Description

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 elevate 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 environment. 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).

Additional Information

Currently work from home