IT Technician and Installation Specialist

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POSITION PURPOSE

Support day to day IT operation at property level to ensure functionality of the applications, assist with installs and upgrades, grow knowledge along with technologies, maintaining security and data privacy with Strong attention to the details.

Critical knowledge for this position includes but not limited to:

• Understanding of Windows OS Windows 7 to Windows 11, server 2007R2 to 2022.

• Basic understanding of Active directory, group policy, user management and hierarchy.

• Local network fundamentals.

• IP Structure, switching and firewalls.

• Understanding of MDF and IDF and technology within

• Basic knowledge of Office 365 and Gsuite.

• Create or maintain technical documentation, and IT manuals as needed.

• Monitor Zoho ticket queues, ensure Security Level Objectives are met and identify training opportunities.

ESSENTIAL RESPONSIBLITIES

End User support

• Providing Tier One and Two support related to brand and operation. Responding to urgent matters immediately (within a two-hour timeframe) and escalate tier 2 and 3 to manager(s).

• Responding to PMS, Reservation, Sales, and other systems issues such as clean up, plug-in, and basic day to day applications issues

• Troubleshooting other base applications (sales, Front desk, accounting and etc.)

• Troubleshooting interface issues (Room charges not posting, credit card transactions not going thorough and such)

• Coordinating support calls between vendors for existing hotels

• Troubleshooting Email issues, outlook setup and sync issue

• Upgrading and repairing hardware, not covered by our vendors (basic computer hardware issues, memory upgrade, windows install etc.)

• Report any expired license or applications.

• Preparing and installing software on new devices software, either through working remotely with the user or directly with the device and shipping to user.

• Provides hardware support for PCs, Macs, printers, network, VoIP phones, wireless and handheld devices.

• Follows/enforce standard guidelines to install and configure new equipment and peripherals, moving, and updating equipment for regular replacement and to accommodate staff moves and changes.

• Patch Management and maintaining security across the internal and external network.

Projects assistance

• Assisting with On-site installs as needed for new openings or existing upgrades.

Keeping up to date with brand changes and implementations schedule and keeping track of projects, including but not limited to: -

• Overall IT Needs and infrastructure changes

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of other tasks assigned by the manager in relation to specific projects, hotel or corporate office.

PHYSICAL DEMANDS

• Environmental conditions are inside, a job is considered “inside” if staff spends approximately 90 percent or more of the time inside. Temperature is moderate and controlled by hotel environmental systems.

• Must be able to sit at a desk for up to ten (10) hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task.

• Must be able to exert well-paced ability to maneuver between functions occurring simultaneously.

• Must be able to exert well-paced ability in limited space and to reach different departments of the hotel on a timely basis.

• Must be able to lift up to 45 lbs. as needed.

• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability and visual acuity.

• Hearing, smelling, tasting, and visual ability to observe and distinguish product quality and detect signs of emergency situations.

• Talking and hearing occur continuously in the process of communicating with staff, supervisors, subordinates, occasionally hotel guests and ownerships.

• Vision occurs continuously with the most common visual functions being those of near and color vision and depth perception.

• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• Must be able to travel 65-70% per year.

• Must be able to speak, read, write and understand the primary language used in the workplace.

• Must be able to read and write to facilitate the communication process.

• Requires good communication skills, verbal, written and electronic.

• Considerable knowledge of complex mathematical calculations and computer programs.

• Extensive knowledge of the hotel, its services and facilities.

• Must have excellent leadership capability and customer relations skills.

• Must be detail oriented with outstanding organizational and communication skills.

• Must possess intermediate computer skills.

• Knowledge of computer programs, math skills as well as budgetary analysis capabilities required.

• Ability to analyze, foresee user needs, and makes judgments to ensure proper tools are provided at property level.

• Ability to effectively deal with internal and external users, some of whom will require high levels of patience, tact and diplomacy and collect accurate information to resolve conflicts.

• Willing to learn, understand and advance technology and privacy laws, international, federal, state, local laws and brands requirements governing data security, federally enforced privacy act, GDPR, PCI DSS, California Consumer Privacy Act, Right to be forgotten and new regulation as become mandated internationally, federally, by state(s) and brands.

• Knowledgeable about basic function of Windows OS, MS Office, PMS, PBX, Key system and POS.

• Must have valid driver license and meet the company's insurance requirements for operation of motorized or electrical vehicles.

EDUCATION

High school or equivalent education required.

EXPERIENCE

Minimum of 1-2 years' experience in support or technology, hospitality experience is a plus, with progressive promotions. Familiarity with brand and systems experience with SPG/Marriott, IHG, or Hyatt brands preferred.

LICENSES OR CERTIFICATIONS

Ability to provide and maintain a valid driver's license as the position may require the operation of motorized and electric vehicles safely.

GROOMING

All Staff Members must maintain a neat, clean, and well-groomed appearance per Azul Hospitality Group standards. Refer to the property specific required grooming and uniform standards policy. Required appearance is polo and formal or dark plain jeans for install jobs and formal for site visits and corporate travels.

ATTENDANCE

Regular attendance in conformance with the standards, which may be established by Azul Hospitality Group from time to time, is essential to the successful performance of this position. Staff with irregular attendance / tardiness will be subject to disciplinary action, up to and including termination of employment. Upon employment, all staff is required to fully comply with Azul Hospitality Group rules and regulations for the safe and effective operation of the hotel's facilities. Staff members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, staff members may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. This is not an exclusive or exhaustive list of all job functions that a staff member in this position may be asked to perform from time to time.

REMOTE POSITION

Azul Hospitality Group will provide employee with essential hardware to perform their job duties such as laptop or desktop, printer, screens, and necessary accessories to perform day to day duties, additional tools can be purchased with proper approval, employee is responsible to have reliable internet connection and secured private network to perform the duties.

Equipment provided is company's property; employees must keep it safe and avoid any misuse. Specifically, employees must:

• Keep their equipment password protected.

• Store equipment in a safe and clean space when not in use.

• Follow all data encryption, protection standards and settings.

• Refrain from downloading suspicious, unauthorized, or illegal software.

CONFIDENTIALITY AND DATA PROTECTION

Confidential and proprietary information is secret, valuable, expensive and/or easily replicated. Common examples of confidential information are:

• Unpublished financial information

• Data of Guests/Partners/Vendors/Employees

• Guest info

• Data entrusted to our company by external parties.

• Pricing/marketing and other undisclosed strategies.

• Documents and processes explicitly marked as confidential.

• Unpublished goals, forecasts and initiatives marked as confidential.

• Employees may have various levels of authorized access to confidential information.

• Lock or secure confidential information at all times.

• Shred confidential documents when they're no longer needed.

• Make sure they only view confidential information on secure devices.

• Only disclose information to other employees when it's necessary and authorized.

• Keep confidential documents, information only if necessary and destruct otherwise according to brand and company requirements.