Technical Support Engineer

NTT
Guadalajara
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Empathy","Incident management","Root-cause analysis"]

Manage high-volume support calls and proactive follow-ups to drive critical hotel entertainment/connected-room incidents to resolution. Maintain detailed troubleshooting documentation in ServiceNow and ensure SLA-compliant, guesswork-free incident roadmaps. Investigate issues to identify root causes and communicate calmly and empathetically with stressed hotel managers and property engineers during outages. Troubleshoot Android-based platforms like Chromecast/Google TV and understand Wi‑Fi/IPTV signal behavior.

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FursaFursa
NTT
NTT
3 days ago

Technical Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live

Job Summary

Manage high-volume support calls and proactive follow-ups to drive critical hotel entertainment/connected-room incidents to resolution. Maintain detailed troubleshooting documentation in ServiceNow and ensure SLA-compliant, guesswork-free incident roadmaps. Investigate issues to identify root causes and communicate calmly and empathetically with stressed hotel managers and property engineers during outages. Troubleshoot Android-based platforms like Chromecast/Google TV and understand Wi‑Fi/IPTV signal behavior.
Location: Guadalajara
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Own high volumes of incoming support calls from properties and conduct proactive outgoing follow-ups to resolve incidents.
  • •Document troubleshooting steps in ServiceNow, providing clear incident roadmaps and maintaining strict SLA adherence.
  • •Perform root-cause investigation beyond scripted troubleshooting to find permanent solutions.
  • •Communicate professionally and empathetically with hotel managers and property engineers during critical outages.
  • •Maintain composure and clarity when handling high-stakes incident communications in a fast-paced environment.

Key Requirements

  • •100% fluency in English with communication skills evaluated prior to technical testing.
  • •Strong troubleshooting experience with Android-based platforms (Chromecast/Google TV), including app management, cache clearing, and connectivity optimization.
  • •Solid understanding of basic network architecture and Wi‑Fi connectivity on Android devices, including how IPTV/Coax live TV signals function.
  • •Proficiency with ServiceNow workflows, including status updates, priority matrices, and SLA management.
  • •Ability to document and manage troubleshooting steps and incidents through resolution in a high-volume call center environment.
Skills:CommunicationEmpathyIncident managementRoot-cause analysis
Languages:English
Tech Stack:ServiceNowAndroidChromecastGoogle TVWi‑FiIPTVCoax

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