Job Summary:
To provide exceptional IT support services to both guests and colleagues, adhering to established Jumeirah policies and procedures.

Responsibilities:

• Operate within the ITIL process framework, ensuring all activities are accurately logged in the Enterprise Service Management System.
• Provide first-level IT support to colleagues and guests, adhering to agreed Service Level Agreements (SLAs).
• Facilitate effective communication between end users and higher-level support teams.
• Monitor system and network performance, organizing maintenance activities as needed.
• Perform daily, monthly, and yearly backups of all systems to ensure data integrity.
• Process renewals for annual maintenance contracts for IT equipment and services.
• Install and configure computer hardware, software, systems, networks, printers, and scanners.
• Respond promptly to service issues and requests from colleagues and guests.
• Provide technical support across the organization, both in person and via phone.
• Set up user accounts for new employees and assist with onboarding.
• Repair and replace IT equipment as necessary, ensuring minimal downtime.
• Test and evaluate new technology solutions for potential implementation.
• Train junior staff members on IT procedures and systems as needed.
• Maintain and manage user access requests and authorizations (Windows, Email, Opera, Micros, etc.).
• Ensure proper inventory management of hardware and software licenses.
• Document and maintain standard operating procedures for IT support services.
• Proactively identify opportunities for process improvements within the IT support framework.

Requirements:

• College degree or diploma in Information Technology or a related field from an accredited institution.
• Certifications from Microsoft, Cisco, Juniper, Aruba, or similar are desirable.
• Minimum of 24 months of experience in hospitality, operations, or IT support roles.
• Strong understanding of network fundamentals, general network setup, and device configuration.
• Knowledge of Active Directory management and implementations.
• Experience with hospitality-related applications and systems (PMS, POS, key card systems, PBX, voicemail, IPTV, etc.).

Level of Education:

• College degree or diploma in Information Technology or equivalent.

Work Hours:

• Flexibility to work various shifts, including weekends, evenings, and holidays as required.

Experience in Months:

• Minimum of 24 months of relevant experience in IT support within the hospitality industry.