About the Role
In this dynamic IT support role, you will coordinate daily IT activities, prioritize technical requests, and deliver professional support that enhances the operational efficiency of hotel systems. You will play a crucial role in maintaining technology that supports hotel operations while ensuring a high standard of confidentiality and compliance with company policies.
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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, PBX, Wi-Fi, CCTV, 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 company and hotel 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 a high level of confidentiality.
- Adhere to all company 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 our company Academies.
- Opportunity to develop your talent and grow within your property and across the world.
- Ability to make a difference through our Corporate Social Responsibility activities.
Your Team and Working Environment:
- Dynamic working environment.
- Defined career development path.
- Friendly and supportive team.
Opportunities to make your mark await you in an environment of trust, respect, and integrity. Join us where diversity and inclusion are celebrated, and personal information is protected.
