IT Support Technician – Hospitality

IT Support Technician – Hospitality

Reports to: IT Services

Location: Honolulu

Company Description:

Edge is a provider of integrated, managed voice, data technology systems, and services for business.

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)

Benefits:

As a full-time employee, you’ll receive a competitive salary along with a comprehensive benefits package. This includes medical, dental, and vision coverage, 401(k)-retirement plan, paid time off (PTO), short term/long term disability, life insurance, and opportunities for professional growth. We’re committed to fostering a collaborative and supportive work environment where you’re encouraged to contribute and grow with the company.