IT Support Technician – Hospitality
Edge Communications SolutionsIT Support Technician – Hospitality
Reports to: IT Services
Location: New York City
Company Description
Edge provides integrated, managed voice and data technology systems and services for small/medium businesses and enterprises.
Position Description
As an IT Support Technician, you will be part of a team of IT professionals who provide onsite & remote support for all facets of the IT ecosystem. Our "white-glove" 24/7 support program specializes in industries where attention to detail and timely response is mission critical. Our hospitality division caters to high-end large-scale boutique hotels, restaurants, and nightclubs whose staff and patrons expect industry-leading support. This is a fast-paced, interactive, hands-on role where you must "dress to impress’' and give 100% daily.
As part of a team that supports multiple properties in several states, we are looking for people who are self-starters and can work remotely as well. You must manage your workload each day and be able to prioritize each task based on each unique situation. Using cutting-edge industry remote management, monitoring, and access tools you will be assisted by teams in other regions and may be asked to do the same for them.
Primary Responsibilities
- Desktop support for hardware and software troubleshooting
- Willingness to learn industry-specific and proprietary management systems
- Setup, deploy, and maintain end-user equipment
- Perform network administration functions, user account permissions, Active Directory changes
- Follow up with clients to ensure resolution is complete and satisfactory
- Maintain accurate, thorough, and timely information in ticketing system
- Research and resolve problems through all IT functions
- Collaborate with peers to form technical solutions
- Completion of day-to-day help desk support requests and assigned projects that require interaction with other divisions of our company
Required Skills
- Ability to provide on-site & remote desktop support to customers.
- Ability to use remote support tools like VNC, LogMeIn, RDP, etc.
- Strong troubleshooting abilities
- Ability to use our remote management platform for workstation configuration status, testing
- Familiarity supporting (not engineering) TCP/IP, cables, IP phones, workstation connectivity, printer connectivity, POS devices and Active Directory administration
- Ability to be responsible, dependable, and committed to building a long-term career at Edge Communications.
- Being a goal-driven team player with solid organizational skills and a keen attention to detail.
- Independent, self-starting attitude with the willingness to share knowledge.
- Thorough knowledge of all Windows server and desktop operating systems
- Understanding of Hotel property management & Point of Sale applications
- Thorough knowledge of PC, server hardware, and configuration including related peripherals.
- Thorough knowledge of Word, Excel, PowerPoint, Outlook, Active Directory, and Exchange
- Strong customer service and problem-solving skills including the ability to provide diligent, prompt, and courteous responses to users’ questions or PC issues.
- Ability to function effectively in a fast-paced environment
- Willingness to travel occasionally
- Ability to multi-task and maintain good communication is a must
Desired Skills & Experience
- Five years related experience or equivalent.
- Two years of telecommunications experience
- Knowledge of mobile devices in an enterprise including iPads, iPhones, Android devices
- Understanding of PCI compliance and certificates
- Familiarity with Ruckus APs and Meraki APs administration
- Understanding of IP Networking and troubleshooting
- Familiarity with hotel applications such as: PMS-Opera; POS-Micros; Revenue Management-Ideas; Building Management –HotSOS, Safelock, InnComm, and more; Sales – Delphi/SalesForce
- A+ Certification
- MCSE / MCDST / A+ certification(s)
- ACSP certification(s)