Product Specialist, Trainer

Role Overview

• 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.

Tech Stack

• Firewalls
• Linux
• TCP/IP

Benefits

• Flexible work arrangements
• Professional development