About the Role
The IT Specialist is responsible for providing technical support, maintaining IT infrastructure, and ensuring the smooth operation of technology systems across the hotel, waterpark, and associated facilities. This role supports hospitality applications, guest-facing technologies, business systems, and operational technology to guarantee uninterrupted business operations and provide an excellent guest experience.
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Key Responsibilities
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IT Technical Support & Operations
- Provide first- and second-level IT support to hotel, theme park, waterpark, and beach club operations.
- Troubleshoot hardware, software, network, and system-related issues.
- Support end users, operational departments, management, and guest-facing technology.
- Ensure timely resolution of incidents and service requests.
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Hospitality & Theme Park Applications
- Support hotel applications such as PMS, POS, payment systems, guest services, and other hospitality applications.
- Support theme park systems including ticketing, access control, lockers, kiosks, POS, and guest experience technologies.
- Coordinate with application vendors for troubleshooting, maintenance, and system updates.
- Assist with system configuration, testing, upgrades, and implementation activities.
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Infrastructure & Network Support
- Support servers, workstations, printers, Wi-Fi, LAN, WAN, and network infrastructure.
- Monitor system performance, connectivity, and availability.
- Assist with backup, recovery, patching, and infrastructure maintenance.
- Support user accounts, permissions, and access management.
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Guest Technology & Digital Experience
- Maintain guest-facing IT services including Wi-Fi, digital kiosks, IPTV, and internet connectivity.
- Support technology solutions that enhance the guest journey.
- Ensure reliable operation of technology across hotel rooms, public areas, restaurants, attractions, and park facilities.
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IT Security & Compliance
- Follow IT security policies, procedures, and compliance requirements.
- Maintain appropriate access controls and user permissions.
- Support antivirus, endpoint security, system patching, and security monitoring.
- Ensure proper handling of IT assets and confidential information.
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Preventive Maintenance & Asset Management
- Perform regular preventive maintenance of IT equipment and systems.
- Maintain accurate IT inventory and asset records.
- Monitor equipment lifecycle and identify hardware replacement requirements.
- Coordinate repairs, warranty claims, and vendor service visits.
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Projects & Continuous Improvement
- Participate in IT projects, system implementations, upgrades, and pre-opening activities.
- Assist in testing and deployment of new technology solutions.
- Identify opportunities to improve IT service delivery and operational efficiency.
- Prepare technical documentation, SOPs, and support procedures.
Qualifications
- Bachelor's degree or diploma in Information Technology, Computer Science, or a related field.
- 2–4 years of experience in IT support or IT operations.
- Experience in hotel, theme park, waterpark, or hospitality environments is preferred.
- Knowledge of Windows operating systems, Microsoft 365, networking, hardware, and IT troubleshooting.
- Exposure to hospitality applications such as PMS, POS, ticketing, access control, and payment systems.
- Strong troubleshooting, communication, and customer service skills.
Key Competencies
- Technical troubleshooting and problem-solving
- Guest-focused service mindset
- Communication and teamwork
- Time management and prioritization
- Attention to detail
- Ability to work under pressure
- Flexibility to support operational requirements, including shifts, weekends, and public holidays
Performance Indicators (KPIs)
- IT incident resolution time
- IT service availability and operational uptime
- End-user satisfaction
- Compliance with IT policies and procedures
- Preventive maintenance completion
- Accuracy of IT asset inventory
- Reduction in recurring IT issues
Contract Details
- Employment Type: Permanent
- Job Schedule: Full-Time
