IT System Specialist

Job Summary

• The IT System Specialists is responsible for providing day-to-day technical support and maintaining the hotel's IT infrastructure, business applications and end-user systems. This role ensures the reliable, secure and efficient operation of technology services while delivering exceptional support to colleagues, enhancing the guest experience through reliable technology, and assisting with IT projects and initiatives.

Key Duties and Responsibilities

• Contribute to the establishment, maintenance and continuous improvement of IT operations to support the administration and service delivery needs of the resort and its entities.
• Provide technical support to colleagues, ensuring incidents and service requests are resolved within agreed service levels.
• Commission, deploy, migrate and decommission hardware, software, network infrastructure and user access to support business operations.
• Perform user account administration, including Active Directory, Microsoft 365, email accounts, security groups and access permissions.
• Install, configure, upgrade and maintain approved operating systems, software applications and endpoint security solutions as directed by the IT Manager.
• Undertake routine maintenance, health checks and troubleshooting of desktops, laptops, printers, mobile devices, POS terminals, peripherals and other end-user equipment.
• Support and maintain hotel technology systems, including OPERA Cloud PMS, Simphony POS, telephony, CCTV, access control, guest Wi-Fi, AV systems and other operational applications.
• Assist with the administration, maintenance and troubleshooting of LAN, WAN, Wi-Fi, switches, routers, firewalls and internet connectivity.
• Conduct acceptance testing and quality assurance for new IT hardware, software and technology solutions prior to deployment.
• Accurately record, administer and manage the lifecycle of IT assets, software licences and consumables through the IT Asset Management System.
• Maintain IT documentation, knowledge base articles, system configurations, procedures, network diagrams and user guides.
• Proactively monitor system performance, infrastructure health, operating system updates, application patches, firmware updates and endpoint security to ensure systems remain secure and compliant.
• Administer, monitor and verify backup and recovery operations, investigate failures and report findings and recommendations to the IT Manager.
• Produce and review systems, infrastructure and network monitoring reports to identify trends, recurring issues and opportunities for improvement.
• Accurately administer and maintain the IT Helpdesk system, ensuring incidents, service requests and changes are logged, prioritized, updated and resolved appropriately.
• Investigate technical issues, document diagnostic information, actions taken and resolutions, and ensure users are kept informed throughout the support process.
• Develop and maintain technical procedures, standard operating procedures and user guides to improve service delivery and promote best practices.
• Coordinate with third-party vendors and service providers for support, maintenance, warranty repairs, upgrades and project implementations.
• Participate in IT infrastructure upgrades, system implementations, hotel renovations and other technology projects as assigned.
• Support disaster recovery readiness, backup validation, business continuity planning and disaster recovery testing activities.
• Ensure compliance with company IT policies, cybersecurity standards, software licensing requirements and audit controls, promptly escalating security incidents and risks.
• Research emerging technologies, industry trends and best practices, recommending improvements to enhance IT services and operational efficiency.
• Continually seek opportunities to improve internal customer satisfaction, strengthen stakeholder relationships and deliver exceptional service to colleagues and guests.
• Participate in an after-hours support or on-call rotation for critical business systems and operational incidents, where required.
• Undertake any other IT duties or responsibilities as assigned by the IT Manager.

Skills, Experience & Educational Requirements

• Minimum of 3 years' experience in an IT support role, preferably within the hospitality industry.
• Experience supporting Microsoft Windows, Microsoft 365, Active Directory and Microsoft Entra ID (Azure AD) environments.
• Working knowledge of user administration and access management.
• Basic knowledge of VMware virtualization technologies is advantageous.
• Basic networking knowledge, including TCP/IP, DNS, DHCP, VLANs, Wi-Fi and VPN connectivity.
• Experience supporting hospitality applications such as OPERA Cloud PMS, Simphony POS, or similar systems is advantageous.
• Understanding of cybersecurity best practices, including endpoint protection, patch management and multi-factor authentication (MFA).
• Excellent troubleshooting, analytical and problem-solving skills.
• Strong customer service, communication and interpersonal skills.
• ITIL Foundation, Microsoft (MCSE / MCSA), CompTIA or other relevant industry certifications would be advantageous.