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Product Specialist - Media - Jobs in Calgary, AB

GuestTek Interactive Entertainment Ltd
Job LocationCalgary, AB
EducationNot Mentioned
SalaryNot Disclosed
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull Time

Job Description

DescriptionPosition: Product SpecialistDepartment: Global ServicesLocation: All RegionsPosition Type: Full-time, PermanentReports to: Team LeadThe Product Specialist is primarily focused on working on escalated incidents, and reported issues withthe network as well as internal GuestTek products. The Product Specialist must be able to work on avariety of hardware and software related issues in a timely manner. This individual must be able to work under pressure to provide quick solutions for the Clients, and needs to demonstrate an exceptional knowledge of all company products and services, providing their support. The Product Specialist is thehighest level of escalations within the support structure.Key Responsibilities:

  • Creating, Updating, Resolving or Escalating incidents according to company policies and SLAs.
  • Must have the ownership to see incident and problem resolution.
  • Working with various GuestTek departments on escalations through resolution.
  • Taking calls from Hotel Staff members, dispatched technicians and GNOC Specialist.
  • 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.
  • Must be very detailed in documenting the troubleshooting and resolution
  • Achieve resolution and work with other departments to ensure problem tickets are addressed.
  • Working with the team to ensure incidents and calls are addressed within SLAs.
  • When required assist in training the current GNOC team and all new hires.
  • Ensure all training documentation is up to date and provide uptraining when required.
  • Work with the support technical trainers to create/update knowledge base.
  • Involvement in the NPI process when required
  • Other related duties as assigned by Global Services Management Team.
Personal Attributes:
  • Ability to work under pressure.
  • Must have very good work ethic.
  • Must have excellent written / oral communications, and problem solving skills.
  • 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.
Qualifications
  • Must have superior knowledge and troubleshooting skills of all GuestTek products and services
  • Must be able to speak and write in fluent English.
  • Available to cover shifts supporting a 24/7/365 operation
  • Linux experience a must.
  • Firewall experience (Juniper, ASA) desired.
  • Knowledge of GuestTek products.
  • Degree in Computer science or relevant field or work experience in a similar field.
  • Extraordinary level of logical thinking, communication skills, and understanding of the business supported.
  • CCNA (or any other IT certification) is an asset.
  • Relevant Networking/IT certification is an asset.
  • Traveling may be required. Valid Passport is a requirement
GuestTek Interactive Entertainment LtdJob Type: Permanent

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