Account Service Specialist

NTT
Guadalajara
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Customer-focused","Communication","Incident management","Problem-solving","Escalation"]

Provide Remote Level 1 and Level 2 production and application support for Hilton Worldwide’s Digital Key System and Connected Room. Triage and resolve L1/L2 incidents from client tickets in ServiceNow, maintain SLAs, and own incident follow-up. Deliver real-time phone support across daytime/evening/weekend hours and participate in on-call rotation, escalating complex or high-priority issues as needed while working closely with hotels and internal teams.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
NTT
NTT
3 days ago

Account Service Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 1 day agoStatus: Live

Job Summary

Provide Remote Level 1 and Level 2 production and application support for Hilton Worldwide’s Digital Key System and Connected Room. Triage and resolve L1/L2 incidents from client tickets in ServiceNow, maintain SLAs, and own incident follow-up. Deliver real-time phone support across daytime/evening/weekend hours and participate in on-call rotation, escalating complex or high-priority issues as needed while working closely with hotels and internal teams.
Location: Guadalajara
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

  • •Acknowledge, analyze, manage, and resolve L1/L2 Digital Key and Connected Room incidents in ServiceNow.
  • •Provide real-time on-call support across daytime/evening/weekend hours and participate in shift rotation.
  • •Deliver live phone support for Hilton’s Connected Room support line, performing L1 troubleshooting during assigned hours.
  • •Own incident progress, engage in customer follow-up, and work with hotels in real time to resolve issues.
  • •Maintain SLAs and conduct recurring incident problem management with appropriate teams for research assistance.

Key Requirements

  • •Provide Remote Level 1 and Level 2 production and application support for Hilton Digital Key System and Connected Room.
  • •Acknowledge, analyze, manage, and resolve L1/L2 incidents using ServiceNow.
  • •Provide live phone support during daytime/evening/weekend hours and participate in on-call rotation.
  • •Work on client requests and incidents based on ticket documentation and procedures within the business unit.
  • •Strong customer-focused communication skills and ability to escalate complex/high-priority issues appropriately.
Skills:Customer-focusedCommunicationIncident managementProblem-solvingEscalation
Tech Stack:ServiceNowHilton Digital Key SystemConnected Room

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn