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!