Technical Support Engineer

NTT DATA North America; Región Centro; Presencial; MXN 420.000 - 660.000; Jornada completa

Descripción de la vacante

NTT DATA Services in Guadalajara, Jalisco, is seeking a Technical Support Engineer to support hospitality technology platforms. You will bridge technical support and customer service for a leading hotel brand, focusing on Connected Room systems.

The role requires Android troubleshooting, ServiceNow workflow experience, and exceptionally clear English communication in a fast-paced, global environment.

Formación

• Experience in call center or hospitality tech support.
• Fluent English required; strong communication skills.
• Experience with Android-based platforms and connected-room tech.

Responsabilidades

• Own incident management from intake to resolution.
• Document troubleshooting steps in ServiceNow.
• Investigate root causes and provide permanent solutions.
• Communicate professionally with hotel staff during outages.

Conocimientos

Android troubleshooting

Networking & Wi-Fi

SLA/ITSM awareness

Herramientas

ServiceNow

Descripción del empleo

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us.

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

Technical Support Engineer

Guadalajara, Jalisco

Role Overvie

We are seeking a Technical Support Engineer with a passion for Hospitality Technology and a strong background in call 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 in ServiceNow. 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 how IPTV/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.