Position : GNOC SpecialistDepartment : Global ServicesLocation : Calgary, CanadaPosition Type : Full-time, PermanentReports to : Team LeadThe GNOC is responsible for taking calls from hotel staff, creating incidents, and either resolvingor escalating those incidents.
Must be able to work with a variety of hardware, software, andnetworking technologies in a timely manner. This individual must be able to work under pressureto provide quick solutions for the Clients, and must demonstrate a superior working knowledge ofall GuestTek products and services.Key Responsibilities :
- Taking calls from Hotel Staff members and dispatched technicians.
- Adhering to company policies on attendance and use of phone codes.
- Creating, Updating, Resolving or Escalating incidents according to company policies and SLAs.
- Communicating with clients and internal GuestTek’s departments.
- Co-operating within the team to ensure all calls are answered within SLAs.
- Other related duties as assigned by Global Services Management Team.Requirements : .
- Must be able to speak and write in fluent English.
- Degree in Computer science or relevant field or work experience in a similar field.
- Excellent communication both verbal and written in English and good interpersonal skills
- Good understanding of business supported
- Available to cover shifts supporting a 24 / 7 / 365 operation.
- Strong communication skills, and understanding of the business supported.
- Must demonstrate knowledge of networking.
- Must demonstrate problem solving skills.
- Relevant Networking / IT certification is an asset
- Linux knowledge is an asset.
- Understanding GuestTek proprietary products is an asset.Personal Attributes :
- Ability to quickly build strong relationships with colleagues and clients.
- Ability to work under pressure.
- A positive can do attitude and customer focused approach that will enable to deal with challenging situations with integrity, empathy and sincerity.
- Must show knowledge about latest technology in use.
- Must have a desire to learn.
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