Bilingual Helpdesk Tech

About the Role
We are seeking a Bilingual Help Desk Technician to provide remote technical support for hotel staff and hospitality partners. The role involves troubleshooting and resolving network and connectivity issues across major hotel brands such as Marriott, Hilton, and Hyatt. The ideal candidate combines strong technical skills with excellent communication and customer service.

Key Responsibilities

• Respond to incoming support calls and tickets from hotel staff and management.

• Diagnose and resolve Layer 1, 2, and 3 network issues.

• Configure, support, and maintain Wi-Fi networks, routers, switches, and firewalls.

• Troubleshoot connectivity and authentication issues (e.g., captive portals, DPSK systems).

• Coordinate with ISPs for provisioning, routing, and escalation.

• Document all support interactions and resolutions in the ticketing system.

• Communicate technical information clearly to non-technical users.

Soft Skills

• Excellent communication and problem-solving skills.

• Patience and professionalism when assisting non-technical users.

• Adaptable to fast-paced and high-pressure environments.

• Strong attention to detail and commitment to customer satisfaction.

Requirements:

• 2+ years of experience in enterprise networking, ISP, or hospitality network support.

• Strong understanding of DHCP, NAT, routing, and firewall policies.

• Hands-on experience with one or more of the following:

  • Ruckus ICX / SmartZone

  • Aruba CX / Instant On / Aruba Central

• Experience with Wi-Fi configuration and captive portal troubleshooting.

• Ability to remotely identify hardware issues and guide on-site staff through solutions.

• Prior experience supporting Marriott, Hilton, Hyatt, or similar hospitality networks is preferred.