IT Officer | Rose Wood

Job Description

We believe that life is made of many journeys: inspiration, wonderment, curiosity, or the simple joy of discovering something new every day. If you share the same sentiment, then this opportunity is for you.

The position of IT Officer assists in the IT operation at the hotels, supporting IT business systems and related equipment by providing knowledgeable support within the timeframes defined in Service Level Agreements. The position also assists guest facing technology, and supports AV needs within the hotel.

• Performs basic troubleshooting to isolate and diagnose common problems, including but not limited to workstations and desktop applications, in-room equipment for in-room Entertainment (including Interactive TV and casting), guest internet access, and telephone problems (IT-Managed PBX).
• Sets up, monitors, and breaks down audio visual equipment in Hotel’s meeting spaces.
• Ensures proper installation and provides first level support for all IT-supported PC’s and peripherals including workstations, business centre workstations (Mac or PC), POS terminals, devices and peripherals, mobile phones, and devices supporting ITV and AV.
• Assembles and configures basic network components.
• Maintains systems by managing users, directories, and permissions.
• Completes standard, defined procedures for maintenance of servers and network infrastructure including, but not limited to, backups, patching, and routine & preventative maintenance.
• Performs asset management including equipment repair tracking, inventory, and value.
• Creates, reviews, and modifies internal and user-facing documentation.
• Assists with maintaining budgets by monitoring and maintaining IT production and spare equipment.
• Logs all time and work as well as reviews incident tickets in the incident management system and monitor respective technician’s queue.
• Provides after-hours support for any IT-related issue, including nights and/or weekends.
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Participate in quality control activities.
• Interact in courteous and professional manner with all guests, staff and community members.
• Respond in courteous, professional and rapid manner in order to resolve all guest and staff difficulties.
• Perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.
• Maintain clean and safe work area.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Ensure that standards, inclusive of grooming and attire of staff, are maintained at a superior level on a daily basis.
• Models the company’s culture, vision, mission, and core values at all times.
• All other duties as required.

• While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

• Must be able to perform job functions with attention to detail, speed and accuracy.
• Be a clear thinker, remaining calm and resolving problems using good judgement.
• Follow directions thoroughly.
• Understand a guest’s service needs.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Maintain confidentiality of guest information and pertinent hotel data.
• Prior exposure to information technology.
• Required to speak, read and write English, with fluency in other languages preferred.
• Must be able to exert physical effort in transporting 50 pounds, endure various physical movements throughout the work areas, reach up and bend down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

• Degree in Information Technology, Information Systems or related technical field
• Working knowledge of computer hardware and software, with a focus on operating systems (Windows, Mac OS, and Linux), property management systems, point of sale systems, and business application suites.
• CompTIA A+, N+, and/or Security+ certifications
• Equivalent experience in lieu of above.

• Minimum 1 years’ experience in a similar capacity for a luxury or ultra-luxury property.

COMPENSATION: $68,000-$76,000

• Medical, dental, vision and retirement benefits
• Paid holidays
• We encourage personal and professional growth. Continue the Rosewood Journey through global talent development opportunities.