Handle support and service requests, assist with escalations and implement projects. Evaluate documented resolutions and analyze trends for ways to prevent future Problems. Stay informed of latest business trends and standards in hospitality IT and make recommendations for improvements. Alert IT Team to emerging trends in Incidents and propose possible solutions. Ensure that any planned interruption to services is scheduled through the change management process and coordinated with the business stakeholders. Assist in software and hardware roll-outs and communication to the end users. Travel as needed to multiple hotels within the US to implement projects for supported systems. Provide level 2 technical support for supported systems by investigating all reported Incidents and Problems, ensuring issues are recorded within the ticket system and resolved in a timely manner. Be part of an on-call weekly rotation for emergency and after hour incidents. Create and maintain documentation for supported systems. Documents will be for a variety of audiences including end users. Prioritize and schedule Service Requests, Incidents and Problems appropriately. Escalate Problems (when required) to the appropriately experienced team member or vendor. Ensure all systems and business applications are running at their best to minimize downtime. Be proactive as much as possible and collect/interpret data to predict and prevent failures. Provide accurate and up-to-date information on the status of Incidents, Problems, Known Issues and Workarounds. Identify and learn appropriate software and hardware used and supported by the organization. Perform hands-on fixes at the workstation level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Test fixes to ensure Problem has been adequately resolved. Ensure that technology is used to automate and streamline processes wherever possible. Perform post-resolution follow ups with stakeholders. Manage vendor relationships appropriately and effectively Make training recommendations as necessary Requirements College diploma or university degree in a technical field such as Computer Science and/or 2-3 years equivalent work experience. Certifications in Point of Sales, Microsoft, ITIL or CompTIA (Preferred, not required) Hospitality experience appreciated Up-to-date knowledge of all relevant technologies including networking and client/server infrastructure and Point of Sales systems (Micros, Aloha or other) Knowledge of computer hardware, including upgrades, provisioning and imaging of new equipment, diagnostics, etc. Experience with client and server operating systems, including Windows 7, 8.1, 10, embedded and Server 2012. Basic understanding of RDBMS (Relational Database Management System) and ETL (Extract Transform Load) concepts. Basic understanding of commonly used interfaces to exchange information across separate components of computer systems. Working knowledge of a range of diagnostic utilities, including command line troubleshooting commands. Familiarity with the fundamental principles of ITIL Exceptional written and oral communication skills. Strong documentation skills. Fluent in English. Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills. Ability to conduct research into a wide range of IT issues as required. Up to 50% travel
