Technical Support Engineer

NTT DATA, Inc.; Región Centro; Presencial; MXN 260.000 - 420.000; Jornada completa

Descripción de la vacante

NTT DATA Services in Guadalajara, Mexico, seeks a Technical Support Engineer dedicated to Hospitality Technology. The role focuses on high-volume incident management, customer-facing service, and expert Android platform support within a hotel environment.

You will document, troubleshoot, and resolve issues in ServiceNow, while maintaining clear communication with hotel managers and property engineers. Fluency in English is essential for this cross-border, fast-paced setting.

Formación

• Strong background in call center environments.
• Experience troubleshooting Android-based platforms.
• Proficiency with ServiceNow workflows.
• 100% fluency in English.

Responsabilidades

• Manage high volumes of support calls and follow up to resolution.
• Document troubleshooting steps in ServiceNow with clear incident roadmaps.
• Investigate root causes for permanent solutions.
• Maintain professionalism and empathy with hotel staff during outages.

Conocimientos

Android troubleshooting

Wi-Fi networking

English fluency

Communication

Herramientas

ServiceNow

Descripción del empleo

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization.

We are currently seeking a Technical Support Engineer to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).

Technical Support Engineer

Only: Guadalajara, Jalisco

Role Overvie

We are seeking aTechnical Support Engineer with a passion forHospitality Technology and a strong background incall center environments. The ideal candidate bridges the gap between a skilled support technician and a high-level customer service representative. Because we support Hilton—a brand globally recognized for its rigorous service standards—professionalism, empathy, and exceptional communication skills are just as vital as technical expertise.

Key Responsibilities

• Critical Incident Ownership: Manage high volumes of incoming support calls from properties and perform proactive outgoing follow-up calls to see open incidents through to resolution.
• Meticulous Ticket Management: Document every step of the troubleshooting process inServiceNow. Ensure external teams and management have a crystal-clear, guesswork-free roadmap of each incident while maintaining strict adherence to SLAs.
• Root-Cause Investigation: Go beyond simple script-following to dig deep into issues, investigating underlying root causes until a permanent solution is found.
• High-Stakes Communication: Maintain absolute composure, professionalism, and empathy when speaking with stressed Hotel Managers or Property Engineers during critical outages.

Technical Requirements

• Android Ecosystem: Strong experience troubleshooting Android-based platforms (Chromecast/Google TV), including managing apps, clearing cache, and optimizing connectivity on integrated systems.
• Network & Signal Infrastructure: Solid understanding of basic network architecture, Wi-Fi connectivity on Android devices, and howIPTV/Coax live TV signals function.
• ITSM Tools: Proficiency with ServiceNow workflows, including status updates, priority matrixes, and SLA management.
• Language Proficiency: 100% Fluency in English is required. Communication skills will be strictly evaluated as the primary filter prior to technical testing.

This is an exceptional opportunity to manage the next-generation entertainment systems (Connected Room) powering one of the largest hotel chains in the world. You will work within a fast-paced, global environment, gaining invaluable experience with cutting-edge hospitality infrastructure.

About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’ long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

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