Corporate IT Support Specialist

Job description

Job Title: Corporate IT Support Specialist

Reports to: Director of IT – WHR Corporate Office- Denver                              

Location Based: Warwick Le Crystal, Montreal, QC

Job Summary:

As a Corporate IT Support Specialist, you will be responsible for providing technical support to our WHR Hotels in North Americas providing assistance primarily to end-users. You will be responsible for troubleshooting, diagnosing and resolving problems related to software, hardware, peripheral devices, and network connectivity. You will be required to manage and maintain Guest HSIA Wi-Fi Monitoring, Network Security Monitoring, Data Backup and Recovery, Opera PMS & POS monitoring, EMV Credit Card monitoring and System Administration.

If you are a highly motivated bilingual IT Support Specialist with experience in troubleshooting, technical minded individual with a passion for delivering exceptional customer service, please submit your application today.

Avantages:

·       3 vacation week

·       6 mobile days

·       Collective Insurance with 70% covered by the company

·       Reer avec contribution employeur jusqu’à 3%

·       Telehealth

·       100$ refund per month for public transportation or parking

·       50$ refund per month for your cellphone

·       Indoor bike parking 

·       Nights at good rates for some Warwick hotels

Key Responsibilities:

·       Providing technical support to end-users, including troubleshooting software and hardware issues, installing software and updates, and configuring systems and devices.

·       Maintaining hardware and software inventory, including tracking and updating assets, performing regular maintenance and repairs, and managing licenses and warranties.

·       Diagnose hardware and software problems, provide solutions, and initiate required repairs and maintenance.

·       Managing Email, Network, and Server Systems, including user account administration, security, backup, and recovery.

·       Developing and maintaining documentation and training materials for end-users, including user manuals, knowledge base, and FAQs.

·       Develop and maintain documentation for policies, procedures, and end-user training.

·       Collaborating with other IT team members to identify and resolve complex technical issues, and participate in IT projects, upgrades, and implementations.

·       Managing and updating the corporate website and intranet, including content management, user account administration, and security.

·       Providing technical support to remote users, including remote access, VPN, and video conferencing.

·       Maintaining and troubleshooting the phone system, including programming new extensions, voicemail, and conference calls

·       Managing third-party vendors, including monitoring their performance and handling escalations.

·       Ensuring compliance with relevant laws and regulations, including data privacy, security, and accessibility.

·       Perform system administration duties including network user management, system monitoring, and maintenance.

·       Monitor and maintain network, data backup and recovery, and security.

·        Assist with IT inventory management and procurement of hardware and software.

·       Maintain an up-to-date knowledge of IT systems, applications, upgrades, and emerging technologies.

·       Develop, implement and maintain disaster recovery plans.

Requirements

·       Bilingual in French and English, due to the service given in Montreal and countries that only speaks English.

·       Bachelor's degree in Computer Science, Information Technology, or a related field.

·       3+ years of experience in technical support, system administration or a related field.

·       Some travel may be required

·       Experience with Windows and Mac Operating Systems

·       Have some knowledge with Opera PMS & Maitre’d POS

·       Have some knowledge with EMV Credit Card Payment System

·       Strong knowledge of operating systems, hardware, software, and peripherals.

·        Familiarity with network protocols, IT Security, Backup and Recovery, and Disaster Recovery.

·       Excellent communication, interpersonal and problem-solving skills.

·       Strong documentation and organization skills.

·       Ability to work independently as well as a team player.

·       Demonstrated analytical and troubleshooting skills.

·       Knowledge of programming languages will be an added advantage.

Qualifications and skills required for the position of Corporate IT Support Specialist include:

1. Education: A bachelor's degree in Computer Science, Information Technology, or a related field.

2. Technical proficient: Knowledge of computer hardware and software, operating systems, data networks, applications, and programming languages.

3. Customer service: Good communication skills, including active listening, understanding customers' needs, and the ability to explain technical concepts clearly and concisely.

4. Troubleshooting skills: Ability to diagnose and solve technical issues with hardware, software, and networks.

5. Team working: An ability to work effectively with others as part of a team and collaborate to resolve issues.

6. Time management: Good organizational skills, high attention to detail, and the ability to prioritize and work under tight deadlines.

7. Critical thinking: The capacity to analyze problems systematically, evaluate alternatives, and make critical decisions.

8. Experience: Prior experience in IT support or related field is preferred.

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