Network Support Engineer

Nonius; Cancún; Presencial; MXN 20,000 - 30,000; Jornada completa

Descripción de la vacante

A leading technology company is seeking a NOC Support Engineer in Cancún, Mexico. The role involves delivering exceptional customer support through advanced technical knowledge and effective communication. You will troubleshoot network operations and ensure high customer satisfaction while working with a collaborative team.

Servicios

Work with a great team in a friendly culture

Real responsibilities and autonomy

Opportunity to expand knowledge internationally

Great career prospects in a fast-evolving technology company

Formación

• Experience in Networking and Telecom systems.
• Strong knowledge of networking protocols and IT infrastructure.
• Proficiency in English.

Responsabilidades

• Perform customer support shifts and execute support tickets.
• Coordinate with field technicians and manage project tasks.
• Execute project tasks/work orders as assigned.

Conocimientos

Networking

Customer Service

Troubleshooting

Communication

Educación

Degree or certification in Networking, Computer Science, Telecommunications

Descripción del empleo

About Nonius

Nonius provides the most complete Guest Technology solutions portfolio for a contactless Digital Guest Journey. All solutions are built in-house, allowing highly integrated and competitive offers. Our technology solutions serve more than 536,420 rooms worldwide in hotels of the most renowned international chains and several emblematic independent hotels. We also extend hospitality technology to markets such as Outdoor, Apartments, Co-living, Healthcare, Maritime, and other Sport and Leisure facilities.

Job Description

We are seeking a NOC Support Engineer to join our team, delivering exceptional customer support through advanced technical knowledge, proactive maintenance, efficient task execution, and effective communication.

The ideal candidate will be key in troubleshooting, maintaining network operations, and ensuring high customer satisfaction via responsive and collaborative problem-solving.

This position is based in Cancún, Mexico.

Responsibilities

Customer Support:

• Perform customer support shifts.
• Execute support tickets/tasks assigned during the shift.
• Attend to phone calls from customers or guests when scheduled.
• Handle complex support tickets/tasks with supervision/help from a Systems Engineer or Support Engineer.
• Perform preventive maintenance tickets/tasks following resolution guidelines/scripts.
• Manage project tickets/tasks coordinated by the project manager (Consultant Engineer, Shift Manager, NOC System Engineer).
• Coordinate support activities with field technicians.
• Propose improvements to Work Instructions in the Customer Support area to enhance customer satisfaction and team productivity.
• Follow the Customer Support Processes and Work Instructions of the department.

Technical Consultancy:

• Execute project tasks/work orders assigned, including those from projects not managed directly by the engineer.
• Coordinate remotely with field technicians and subcontractors on project tasks/work orders.
• Perform project handovers, including technical reports.
• Handle complex tasks/work orders from the customer support area for products of the engineer's specialization.
• Adhere to the Technical Consultancy Area and company processes.

Must Have

• Experience in Networking and Telecom systems.
• Degree or certification in Networking, Computer Science, Telecommunications, or related fields.
• Strong knowledge of networking protocols, monitoring tools, and IT infrastructure.
• Experience with ticketing systems and remote troubleshooting.
• Availability to work in shifts.
• Excellent communication and customer service skills.
• Proficiency in English.

Nice to Have

• Experience with scripting & automation (Python, Bash, PowerShell).
• Additional language skills.
• Knowledge of firewalls and security protocols.

What’s great about this job?

• Work with a great team of smart people in a friendly, open culture.
• Real responsibilities and autonomy.
• Opportunity to expand knowledge across various countries and regions.
• Great career prospects in a fast-evolving technology company.
• Contribute to enhancing the experience of millions of travelers worldwide!