About Nonius
Nonius provides the most complete Guest Technology solutions portfolio for a contactless Digital Guest Journey. All solutions are built in-house allowing highly integrated and competitive offers. Our technology solutions serve more than 536,420 rooms worldwide – in Hotels of the most renowned international chains and several of the most emblematic and recognized independent hotels.We also bring hospitality technology to other markets such as Outdoor, Apartments, Co-living, Healthcare, Maritime and other Sport and Leisure facilities.
Job description/ responsibilities
We are looking for a Network Support Center Manager to be part of our team. You will be part of the Customer Services team. This position is based in the city of Maia in Portugal.
Responsibilities
- Responsibility for the monthly fulfillment of the SLAs of the active support contracts;
- Responsibility for ensuring 24/7/365 support and service shifts;
- Responsibility to Manage specific SLAs contracts for assigned Strategic Clients;
- Responsibility for the compliance with the process and Work Instructions in the Customer Support area by the team
- Plan and Manage shift schedules for the Customer Support team;
- Prioritise and distribute tasks to the Customer Support team;
- Coordinate field interventions within the scope of Customer Support;
- Coordinate preventive maintenance activities;
- Management of customer dissatisfaction situations within the scope of Customer Support;
- Co-management of the Customer Support team (Monitoring of individual KPIs, Weekly individual meeting, giving feedback on individual performance and proposing improvement actions);
- Co-coordinate and execute the Onboarding of new Customer Support Team members in the scope of Nonius solutions;
- Identify recurring problems in customers with Nonius solutions that generate repetitive tasks / tickets;
- Identify and propose improvements to the process and Work Instructions in the Customer Support area with an impact on customer satisfaction and productivity / team satisfaction;
- Co-execution the area monthly report from the Customer Support and co-present it at Customer Service Department monthly meeting.
Must Have
- Technical degree in IT and/or network
- Previous experience in managing support desk teams/shifts
- Technical experience with networking and Internet technologies
- Good Communication skills
- Fluent in English – spoken and written (Mandatory)
- Availability to work in shifts and weekends
- You must be a passionate technical, a great team player and have a strong sense of work ethics, responsibility and commitment
Nice to have
- ITIL certification
- IT certifications [MCSE, CCNA, etc]
- Experience with network equipment: routers, switches, access points, ip telephony
- Experience with TV systems, Coax, OTT, IPTV
- Basic knowledge of network protocols
- Scripting languages (bash and other CLI)
What's great in the job?
- Great team of smart people, in a friendly and open culture
- Real responsibilities and autonomy
- Expand your knowledge of various countries and regions
- Great career opportunity in a fast-evolving Technology company
- Contribute to the greater experience of millions of Travellers around the World!
Our Product
What We Offer
Perks
A full-time position
Attractive salary package.
Trainings
5 days / year, including
1 of your choice.
Health
Health insurance provided to all employees.
Eat & Drink
Office with Staff kitchen with free beverages (coffee, tea, …).