IT Coordinator

About the Role
In this role, you will coordinate daily IT support activities, providing first-level support for hardware, software, network connectivity, and hotel IT systems. You will be responsible for managing technical requests based on operational needs, troubleshooting issues, and ensuring that IT equipment and systems operate smoothly and securely. Your contribution will enhance the operational efficiency of hotel systems while ensuring a high level of service for both Heartists and guests.

Key Responsibilities

• Coordinate daily IT support activities and prioritize technical requests based on operational needs.
• Provide first-level support for hardware, software, network connectivity, and hotel IT systems.
• Install, configure, and maintain computers, printers, telephones, network equipment, and other IT devices.
• Support hotel systems including PMS, POS, PABX, Wi-Fi, access control, and other operational technology.
• Troubleshoot technical issues and escalate complex matters to the IT Assistant Manager or approved service providers.
• Manage user accounts, system access, software installations, updates, and security patches.
• Maintain IT equipment, asset inventories, software licenses, warranties, and service records.
• Monitor IT systems and assist with backups, cybersecurity, business continuity, and disaster recovery procedures.
• Coordinate with IT vendors and service providers for maintenance, repairs, and technical support.
• Support new Heartist onboarding by setting up required IT equipment, accounts, and system access.
• Provide basic IT training and guidance to Heartists on systems, applications, and cybersecurity awareness.
• Maintain accurate records of IT incidents, requests, repairs, maintenance, and inventory.
• Ensure IT equipment, systems, and confidential information are protected and used in accordance with policies.
• Maintain secure, organized IT and server areas and report technical, safety, or security concerns promptly.
• Support IT projects, system upgrades, installations, and new technology implementations as required.
• Deliver professional and responsive IT support to Heartists and guests while maintaining confidentiality.
• Adhere to all standards, policies, and procedures, including health, safety, security, and data protection requirements.

Qualifications

• Diploma or Bachelor’s Degree in Information Technology, Computer Science, Computer Engineering, or a related field.
• Minimum 2 years of experience in IT support, preferably within a hotel or hospitality environment.
• Good knowledge of computer hardware, software, networking, and troubleshooting.
• Experience with Windows, Microsoft Office, printers, Wi-Fi, and basic network infrastructure.
• Knowledge of hotel systems such as PMS, POS, PBX, CCTV, and access control is an advantage.
• Strong problem-solving, analytical, and organizational skills.
• Good communication and interpersonal skills with a strong customer-service mindset.
• Ability to manage multiple priorities and respond effectively to IT issues.
• Knowledge of IT security, data protection, and cybersecurity best practices.
• Good command of English, both written and spoken.
• Relevant IT certifications such as CompTIA A+, Network+, Microsoft, or Cisco will be an advantage.

What is in it for You

• Employee benefit card offering discounted rates in the company worldwide.
• Learning programs through the company Academies.
• Opportunity to develop your talent and grow within your property and across the world.
• Ability to make a difference through Corporate Social Responsibility activities.

Working Environment

• Dynamic working environment.
• Defined career development path.
• Friendly and supportive team.

Additional Information
We are committed to diversity and inclusion, and our ambition is to attract, recruit, and promote diverse talent. Our working environment fosters trust, respect, and integrity, providing a home away from home where diversity and inclusion are celebrated and privacy is protected.