Product Specialist and Trainer

Guest-tek India; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Guest-tek India is seeking a Product Specialist and Trainer focused on resolving escalated incidents and delivering training to staff and clients. This role requires comprehensive network service knowledge and the ability to provide quick solutions while maintaining high-quality support.

The ideal candidate will have significant networking experience, CCNA certification, and excellent communication skills. Responsibilities include troubleshooting network issues and conducting training sessions. This position may require participation in 24/7 support shifts.

Qualifications

• Comprehensive understanding of network services and protocols such as TCP/IP.
• Ability to analyze and evaluate networks, identify issues, and provide solutions.
• Knowledge of various teaching methods and approaches.

Responsibilities

• Creating, updating, resolving or escalating incidents.
• Configuring firewalls and switches to maximize network efficiency.
• Training team members and clients on technical concepts.

Skills

Networking systems

TCP/IP protocols

Fluent English

Problem-solving skills

Communication skills

Education

CCNA certification

Networking/IT certifications

Tools

Linux

Job description

Job Description

The Product Specialist and trainer is primarily focused on working on escalated incidents and reported issues with the network as well as internal GuestTek products. The role requires the ability to work on a variety of hardware and software related issues in a timely manner, providing quick solutions for clients under pressure while demonstrating exceptional knowledge of all company products and services. The Product Specialist and trainer represents the highest level of escalations within the support structure, consistently delivering training and support to both internal staff and clients.

Key Responsibilities

• Creating, updating, resolving or escalating incidents according to company policies and SLAs.
• Working with various GuestTek departments on escalations through resolution.
• Configuring firewalls, wireless LAN controllers and switches to maximize network efficiency and security.
• Maximizing network performance through ongoing monitoring and troubleshooting.
• Investigating faults in the network.
• Reviewing release notes and updating network equipment to the latest firmware releases when required.
• Thinking outside of the box to quickly develop solutions to complex network issues.
• Communicating with clients and client-facing departments for escalated issues.
• Adhering to current company policies and procedures.
• Working with the team to ensure incidents and calls are addressed within SLAs.
• Training team members when required.
• Contributing to the NPI process when required.
• Performing other related duties as assigned by the Global Services Management Team.
• Devising technical training programs according to organizational requirements.
• Determining course content according to objectives.
• Producing training schedules, classroom agendas, and preparing training material (presentations, worksheets, etc.).
• Executing training sessions, webinars, workshops, etc., in groups or individually (existing agents or new starters onboarding).
• Observing and evaluating the results of training programs.
• Evaluating technical employees and identifying weaknesses and training needs.
• Participating in the recruiting process by preparing the required technical tests for candidates.
• Tracking employee success and progress after training.
• Collaborating with internal teams to create and regularly update product manuals and knowledge articles with screenshots and tutorials, as required.

Qualifications

• Comprehensive understanding of network services and protocols such as TCP/IP, IGMP, STP, and ACLs.
• In-depth practical knowledge of networking systems such as LAN, firewalls, switches, and wireless controllers.
• Ability to analyze and evaluate networks, identify issues, and provide solutions to ensure efficient operation.
• Fluent in written and spoken English.
• Availability to cover shifts supporting a 24/7/365 operation.
• Linux experience required.
• Strong logical thinking, communication skills, and understanding of the supported business.
• CCNA certification required.
• Other relevant Networking/IT certifications are an asset.
• Knowledge of various teaching methods and approaches.
• Travel availability to attend up‑training from partners and to assist on‑site customers.

Personal Attributes

• Ability to work under pressure.
• Excellent work ethic.
• Strong written and oral communication, and problem‑solving skills.
• Positive “can do” attitude and customer‑focused approach, handling challenging situations with integrity, empathy, and sincerity.
• Up‑to‑date knowledge of the latest technology in use.
• Desire to learn.
• Good time‑management skills.
• Capability to identify gaps in skills.
• Encouraging to team and staff; able to mentor and lead.