IT Agent

Role Overview

IT Operations and Maintenance

• Perform IT maintenance activities monthly and maintain the smooth running of hotel computer systems.
• Follow policies covering user rights, security, backups, preventive maintenance, and contingency planning.
• Identify IT risks and issues and escalate them to hotel management.
• Monitor systems and network performance on an ongoing daily basis.

Technical Support

• Provide technical support and training on systems and networks.
• Troubleshoot hotel local networks, computers, software, and systems.
• Perform repairs, data backup, and restoration when necessary.
• Provide local first-level technology, guest, and employee end-user support.
• Work as the onsite hands-and-eyes function for remote support.

Systems and Records

• Follow guidelines for archiving backups, accessing records, and transferring records through different channels.
• Conduct basic software training and maintain a strong understanding of hotel software and hardware.
• Conduct hardware and software tests for maintenance purposes.
• Perform diagnostics by replacing suspect components and reloading associated software.

Software and Improvements

• Identify the applicability and effects of new IT developments, upgrades, enhancements, and products.
• Install only current, original, and properly licensed software on hotel systems and computers.
• Maintain software licenses and follow recommended upgrade schedules.
• Assist with new hotel developments and hotel integration projects as required.

Qualifications

• A degree in IT, Computer Science, or another relevant discipline is required.
• Experience embedding change projects within an organization is required.
• CCNA, CCNP, CompTIA A+, or CompTIA Network+ certification is an added advantage.
• Strong interpersonal and problem-solving abilities are required.
• Responsibility, reliability, and exceptional attention to detail are required.
• The role requires calm and courteous attention to guest needs.