Remote IT Support Specialist - Digital Key & Connected Room

NTT DATA, Inc.; Región Centro; Presencial; MXN 391.000 - 614.000; Jornada completa

Descripción de la vacante

NTT DATA Services in Guadalajara, Jalisco, Mexico, seeks an Account Service Specialist to provide Remote Level 1 & 2 Production and Application Support for Hilton Worldwide Digital Key System and Connected Room. You will handle live phone support during day, evening and weekend hours and participate in on-call rotations, working directly with the client to resolve incidents.

You will log, analyze, escalate as needed, and ensure SLAs are met while collaborating with hotels and internal teams to

Formación

• Experience providing L1/L2 Production and Application Support.
• Ability to work on-call and shift rotations.
• Familiarity with ticket-based incident management.
• Strong client-facing communication.

Responsabilidades

• Acknowledge, Analyze, Manage & Resolve L1/ L2 Digital Key and Connected Room Incidents in ServiceNow.
• Participate in real-time on-call support daytime/evening/weekend hours and shift rotation.
• Real-time support for Hilton's Connected Room support line and perform L1 troubleshooting during daytime/evening/weekend hours and shift rotation.
• Engage in customer follow-up for related issues.
• Work with hotels real-time to resolve issues.
• Maintain SLAs.
• Recurring Incident Problem Management.
• Work with appropriate teams for research assistance.

Conocimientos

Customer-focused

Strong communication skills

Technical troubleshooting

Herramientas

ServiceNow

Descripción del empleo

NTT DATA Services in Guadalajara, Jalisco, Mexico, seeks an Account Service Specialist to provide Remote Level 1 & 2 Production and Application Support for Hilton Worldwide Digital Key System and Connected Room. You will handle live phone support during day, evening and weekend hours and participate in on-call rotations, working directly with the client to resolve incidents.

You will log, analyze, escalate as needed, and ensure SLAs are met while collaborating with hotels and internal teams to