About Nonius

Nonius is a leading provider of Guest Technology Solutions for the hospitality industry, serving over 500,000 hotel rooms worldwide. Our solutions include cloud and edge computing, AI, IoT, networking, and digital guest experiences, helping hotels and other industries enhance their operations and guest satisfaction. Beyond hospitality, we provide technology for healthcare, maritime, and co-living spaces, integrating with global partners like Samsung, LG, Google, and Apple to drive seamless innovation.

Job Description

We are seeking a NOC Support Technician 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 NOC 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 responsibilities 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!