Product Specialist, Trainer

This is a fully remote position, open to applicants in India.

📋 Description

• Creating, updating, resolving, or escalating incidents in accordance with company policies and service level agreements (SLAs).

• Collaborating with different GuestTek departments on escalations until resolution is achieved.

• Configuring firewalls, wireless LAN controllers, and switches to enhance network efficiency and security.

• Optimizing network performance through continuous monitoring and troubleshooting.

• Investigating network faults.

• Reviewing release notes and updating network equipment to the latest firmware versions when necessary.

• Employing innovative thinking to swiftly devise solutions for complex network challenges.

• Engaging with clients and client-facing departments regarding escalated issues.

• Complying with existing company policies and procedures.

• Collaborating with the team to ensure incidents and calls are handled within SLAs.

• Providing training to team members when needed.

• Participating in the New Product Introduction (NPI) process as required.

• Performing other related tasks as assigned by the Global Services Management Team.

• Developing technical training programs aligned with organizational needs.

• Defining course content based on educational objectives.

• Creating training schedules, classroom agendas, and preparing training materials (such as presentations and worksheets).

• Conducting training sessions, webinars, and workshops for groups or individuals, including onboarding for new hires.

• Observing and assessing the outcomes of training programs.

• Evaluating technical employees to identify weaknesses and determine training requirements.

• Participating in the recruitment process by designing the necessary technical assessments for candidates.

• Following up post-training to track employee success and progress.

• Collaborating with internal teams to create and regularly update product manuals and knowledge articles, including screenshots and tutorials, as needed.

⛳️ Requirements

• Thorough understanding of network services and protocols such as TCP/IP, IGMP, STP, and ACL.

• Extensive knowledge and practical experience with networking systems, including LAN, firewalls, switches, and wireless controllers.

• Capability to analyze and assess networks, identify problems, and propose solutions to ensure efficient network operation.

• Proficient in speaking and writing fluent English.

• Availability to cover shifts in support of a 24/7/365 operation.

• Experience with Linux is essential.

• Exceptional logical thinking, communication skills, and comprehension of the supported business.

• CCNA certification is mandatory.

• Relevant Networking/IT certification is advantageous.

• Familiarity with various teaching methods and instructional approaches.

• Willingness to travel for up-training from partners and to assist customers requiring onsite support from our product specialists.

🏝️ Benefits

• Flexible work arrangements

• Opportunities for professional development