Rosewood Hotel Group Page d’accueil

OVERVIEW/BASIC FUNCTION: 

The IT Support Specialist is responsible for maintaining the hardware and software of Rosewood Hotels and Resorts the property’s computing and communication environment. Will work with the Information Technology Manager to evaluate equipment, search for alternatives, and recommend improvements. Will carry out central administrative activities in accordance with standard operating procedures as issued set forth by the Information Technology Manager.

RESPONSIBILITIES:

• Ensures that all policies and procedures in the operation are followed in accordance with the set procedures.
• Assists all property departments in all computing matters.
• Plans and sets targets for problem resolutions.
• Maintains best practices for the policies and procedures for each user group.
• Coordinates technical guidance to users in accordance with the needs of the business process.
• Assists in the development of business process modifications and updates including the design and implementation.
• Searches for areas of for improvement in existing systems and procedures with new software and hardware.
• Prepares and/or helps in the preparation of user operational manuals including check lists and procedures to be followed by the users.
• Controls, reviews, and evaluates continuously existing configuration.
• Administers and maintains the use of all cell phones and admin/guest phones throughout the organization.
• Attends training courses to consistently update/maintain his/her technical competency for the systems used in the business as deemed necessary by the Director of Information Systems.
• Reviews requests for new hardware and software with the Information Technology Manager.
• Keeps his/her work environment clean and proper at any all times
• Ensures confidentiality in all matters related to his/her activity. Carries out other duties that may from time to time be delegated to him/her by the Information Technology Manager.
• Maintains complete knowledge of and compliancy with all departmental policies, service procedures and standards.
• Ensures that standards are maintained at a superior level daily.
• All other duties as required.

QUALIFICATIONS:

Experience: Minimum two years’ experience in a similar role preferred. Other hands-on experience with PC and Basic Network along with any technical certifications can be considered as substitute for experience in the IT Support role. Ideal candidate would have experience working in Hospitality and familiar with the systems and applications used in hotels.

Education: Computer technology degree preferred. Other hands-on experience and technical certifications such CompTIA A+, Microsoft, Cisco, or Google will be considered as substitute for degree.

General Skills: The IT Support Specialist makes sure that the company’s computer software and hardware remains functional and accessible for all your employees. By creating IT support tickets and working to resolve them, IT Support Specialist reduce lost work time due to computer issues, increasing productivity and efficiency. The IT Support Specialist provides advice that allows the team to fully utilize computer systems to maximize your company’s return on investment in new technology. IT Support Specialist sets up new employees’ access to systems and applications that allow staff to perform their assigned job duties. In addition, IT Support Specialist proactively monitor hardware problems before they escalate, allowing the company to replace aging equipment before failures occur.

Technical Skills: 

• Knowledge and hands on experience with PC and Laptop setups and Windows Operating Systems installation and troubleshooting and resolution.
• Knowledge and hands on experience with basic networking, troubleshooting and resolution.
• Knowledge and hands on experience with Network printing and basic printer troubleshooting and resolution.
• Knowledge and hands on experience with Microsoft Applications such as Office 365 which include, Teams, Outlook, Word, Excel, Power Point, and Publisher.
• Other Hospitality experience in hotel systems such as Opera, Micros Symphony a plus but not required.

Language: Required to speak, read, and write English, with fluency in other languages helpful.

Physical Requirements: Must be able to exert physical effort in transporting PC’s, Printers, and Servers that weigh between 5-80 lbs. and endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

Licenses & Certifications: None required, however technical certifications are preferred.