About Us:

Hoist Group by Planet is a leading Networking Technology partner within the EMEA branded Hospitality Sector, offering integrated solutions built around its core service proposition. This includes the design, procurement and building of complex IP Networks, and the layering of a suite of application including High Speed Internet Access, IPTV & Casting over these networks. Our solution is backed up with 24x7x365 comprehensive support and a range of tools to enable our customers to extract the maximum value from their investments.

In recent years, we have experienced significant growth, expanding our services and global presence. And with strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach further.

Role overview

This Technical Support Specialist with Field & On-site Support combines the deep technical responsibilities of an L2 engineer with the ability to deploy onsite to customer locations during urgent incidents. You will act as the senior technical point of contact on the ground, representing Hoist by Planet in front of hotel staff, leading technical troubleshooting onsite, stabilizing customer confidence, and preventing escalations to higher tiers whenever possible. This role strengthens our ability to manage high‑impact incidents, especially where remote troubleshooting alone is insufficient.

Core Responsibilities 

• Own complex escalations from Ticket Handlers and management; perform deep network and systems troubleshooting to resolution. 

  
  

• Configure and validate SSIDs, VLANs, QoS and security policies; diagnose servers/gateways; audit and configure switches across customer networks. 

  
  

• Deliver approved Change Requests (CRs) safely and on time; document changes (TEC/PR files) and update diagrams/records. 

  
  

• Coordinate remote and on‑site interventions with partners; raise vendor RMAs as needed. 

  
  

• Perform software upgrades/patches (WLC, switches) during agreed windows; manage rollbacks and communication. 

  
  

• Engage in problem management and RCAs; identify recurring issues and propose permanent fixes/KB updates. 

  
  

• Mentor Ticket Handlers and Call Handlers; provide feedback on mis‑escalations. 

  
  

• Escalate to L3/Product Support when required, with full diagnostic evidence. 

  
  

Field & On-Site Responsibilities 

On‑Site Deployment & Crisis Response 

• Deploy onsite at customer properties when urgent technical issues or escalations occur in your region, serving as the on‑site technical lead. 

  
  

• Act as the visible company representative in front of hotel management and staff — providing technical clarity, calming tensions, and stabilizing customer trust. 

  
  

• Troubleshoot live service issues on‑site across Wi‑Fi, IPTV, and IP network infrastructures.
   

  
  

Cross‑Team Collaboration 

• Collaborate with L2/L3 Support, Project teams, QA, and Service Management when handling on‑site issues tied to implementations, product behaviour, or systemic defects. 

  
  

• Support in‑flight projects where direct field engagement accelerates resolution or prevents customer dissatisfaction. 

  
  

Incident Leadership & Escalation Control 

• Lead on‑site incident management during high‑impact outages or degraded service scenarios, preventing unnecessary HQ‑level escalations. 

  
  

• Manage narrative and communication on‑site, ensuring customers receive consistent, professional updates that align with internal processes. 

  
  

Documentation & Continuous Improvement 

• Capture lessons learned, environment observations, misconfigurations, or process gaps discovered on‑site. 

  
  

• Feed improvements back into L2 processes, KB articles, and cross‑team workflows. 

  
  

Availability & Travel Expectations 

• Available for short‑notice regional travel (typically within 24–48 hours) for incident deployments. 

  
  

• Travel commitment: 20–40%, with peaks during crisis periods or rollout‑related escalations. 

  
  

• In exceptional cases, availability may be required outside regular hours to respond to critical, high‑impact incidents. 

  
  

• Remote responsibilities may be temporarily redistributed to maintain service levels during field deployments. 

  
  

• Escalations requiring on‑site deployment must follow formal internal approval; Sales cannot trigger deployments independently. 

  
  

Technical Requirements 

• Current CCNA (required); CCNP is a plus. 

  
  

• Advanced knowledge in L2/L3 networking, WLAN controllers/APs, DHCP/DNS, switching, routing, firewalls, VPNs. 

  
  

• Strong Linux proficiency (logs, services, CLI tools). 

  
  

• Experience with HSIA, IPTV, server/gateway infrastructure in hospitality environments. 

  
  

• Ability to perform safe CR execution, rollbacks, and post‑implementation verification. 

  
  

Behavioral & Customer‑Facing Requirements 

• Strong emotional intelligence and composure during customer‑facing escalations. 

  
  

• Excellent communication and diplomatic presence — able to represent the company confidently under pressure. 

  
  

• Ability to build trust with hotel management and staff during difficult moments. 

  
  

• Leadership mindset with ownership of outcomes. 

  
  

KPIs & Performance Alignment 

• P1/P2 MTTR within defined targets; proactive comms during incidents. 

  
  

• CR delivery: on‑time with zero unplanned downtime; 100% change documentation. 

  
  

• RCA quality: clear cause, impact, fix, and prevention; timely closure. 

  
  

• Field deployment effectiveness (stabilization achieved, customer feedback). 

  
  

• Accuracy and completeness of field‑captured documentation. 

  
  

• Reduction in repeat escalations for assigned customer sites. 

  
  

Why Hoist Group by Planet?

Hoist Group is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.

Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. 

At Planet, we embrace a hybrid work model, with three days a week in the office.
 

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.