Product Specialist, Trainer

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🕒 April 1

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GuestTek Interactive Entertainment Ltd.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1997

📡 Telecommunications

🏢 Enterprise

💰 Debt Financing on 2000-10

Telecommunications • Enterprise

GuestTek Interactive Entertainment Ltd. is a global leader in broadband technology and interactive solutions specifically tailored for the hospitality industry. Founded in 1997, the company has over 27 years of experience in enhancing hotel brands by integrating high-speed internet, media, and voice solutions into their OneView platform. GuestTek offers a comprehensive, certified hospitality technology solution that includes design, configuration, installation, and support, complete with sophisticated business intelligence tools for reporting and analytics. With a presence in more than 86 countries and support for over 20 languages, GuestTek's global 24/7 support team ensures a seamless experience for hotel guests and staff. This makes them a preferred technology partner for leading hotel brands worldwide. Their commitment to innovation and superior customer support helps customers deliver a frictionless guest experience, establishing them as more than just system integrators but true partners in success.

📋 Description

• Creating, Updating, Resolving or Escalating incidents according to company policies and SLAs. • Working with various GuestTek departments on escalations through resolution. • Configuring Firewalls, Wireless Lan Controllers and Switches to maximize network efficiency and security. • Maximizing network performance through ongoing monitoring and troubleshooting. • Investigating faults in the network. • Reviewing release notes and updating network equipment to the latest firmware releases when required. • Thinking outside of the box to quickly come up with solutions to complex network issues. • Communicating with clients and client facing departments for escalated issues. • Adhere to current company policies and procedures. • Working with the team to ensure incidents and calls are addressed within SLAs. • Train team when required. • Involvement in the NPI process when required. • Other related duties as assigned by Global Services Management Team. • Devise technical training programs according to organizational requirements. • Determine course content according to objectives. • Produce training schedules, classroom agenda and prepare training material (presentations, worksheets etc.). • Execute training sessions, webinars, workshops etc. in groups or individually (existing agent or new starters onboarding). • Observe and evaluate results of training programs. • Evaluate technical employees and identify weaknesses and identify technical training needs. • Participate in the recruiting process by preparing the needed technical tests for the candidates. • Post the training class, to track employee success and progress. • Work with internal teams to create and regularly update product manuals and knowledge articles with screenshots and tutorials, as per the requirement.

🎯 Requirements

• Comprehensive understanding of network services and networks such as TCP/IP, IGMP, STP, and ACL • In-depth understanding and practical knowledge of networking systems such as LAN, firewalls, switches and wireless controllers • Ability to analyze and evaluate networks, identify issues, and provide solutions to ensure networks are operating efficiently • Must be able to speak and write in fluent English. • Available to cover shifts supporting a 24/7/365 operation • Linux experience a must. • Extraordinary level of logical thinking, communication skills, and understanding of the business supported. • CCNA is a requirement. • Relevant Networking/IT certification is an asset. • Knowledge of various teaching methods and approaches. • Traveling availability to receive up-training from partners, and to assist customers that require onsite assistance from our product specialists.

🏖️ Benefits

• Flexible work arrangements • Professional development