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
We are seeking a NOC Support Engineer to join our team and deliver exceptional customer support through advanced technical knowledge, proactive maintenance, efficient execution of tasks, and effective communication.
The ideal candidate will play a key role in troubleshooting, maintaining network operations, and ensuring high customer satisfaction through responsive and collaborative problem-solving.
This position is based in the city of Cancún in Mexico.
Responsibilities
- Customer Support:
- Perform customer support shifts;
- Execute support tickets/tasks assigned for/during the shift;
- Attend phone calls from customers or guests when assigned in the shift;
- Execute complex support tickets/tasks with the supervision/help of a Systems Engineer and/or Support Engineer;
- Execute preventive maintenance tickets/tasks assigned following the resolution guidelines/scripts;
- Execute project tickets/tasks coordinated by the project manager (Consultant Engineer, Shift Manager, NOC System Engineer);
- Coordinate support activities with field technicians;
- Propose improvements to the Work Instructions of the Customer Support area with positive impact on customer satisfaction and Team productivity/satisfaction;
- Comply with the defined Customer Support Processes and Work Instructions of the Customer Service Department.
- Technical Consultancy:
- Execute project tasks/work orders assigned (this includes project tasks/work orders from projects not managed by him);
- Coordinate remotely project tasks/work orders assigned with field technicians and subcontractors;
- Execute project handover for assigned projects (including the technical report);
- Execute complex tasks/work orders assigned from customer support area for the products that the Consultant is a Specialist;
- Comply with the Technical Consultancy Area and company processes.
Must Have
- Experience in Networking and Telecom systems;
- Degree or certification in Networking, Computer Science, Telecommunications, or a related field;
- Strong knowledge of networking protocols, monitoring tools, and IT infrastructure;
- Experience with ticketing systems and remote troubleshooting;
- Availability to work in shifts;
- Excellent communication and customer service skills;
- Proficiency in English.
Nice to Have
- Experience with scripting & automation (Python, Bash, PowerShell);
- Additional languages;
- Knowledge of firewalls and security protocols.
What's great in the job?
- Great team of smart people, in a friendly and open culture;
- Real responsabilities 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.
Eat & Drink
Office with Staff kitchen with free beverages (coffee, tea, …).