Network and Systems Administrator Level 2 On Site

Job Summary

We seek a skilled IT Support Specialist to manage and enhance our technology operations. This role involves handling incoming and outgoing communications, including calls, chats, and trouble tickets, while providing client and staff-friendly, professional, and solution-oriented support. The ideal candidate will maintain confidentiality of sensitive information and offer technical assistance for systems, network technology, and applications.

Who We’re Looking For

You are a critical thinker, well-spoken, presentable, and organized. You take initiative, work well under pressure, and thrive in environments where multitasking is key. You demonstrate a high level of customer service and professionalism and have experience supporting technology in the hospitality industry and are looking for an opportunity to join a growing technical team and company.

Key Responsibilities

• Ensure continuous access to essential business applications, supporting on-site and remote event technology needs, and overseeing daily IT operations in accordance with company standards.
• Deploy, manage, and monitor all IT systems, including servers, networks, and end-user devices while diagnosing and resolving hardware and software issues.
• Conduct routine maintenance, comply with company security policies, manage inventory, and collaborate with the Cybersecurity team to address alerts and document issues.
• Ensure compliance with PCI, HIPAA, and CMMC policies, maintain user accounts, and follow change management procedures.

Additional Duties

• Handle incoming/outgoing communication, including calls, chats, and trouble tickets.
• Provide friendly, professional, and solution-oriented support to clients and staff.
• Maintain confidentiality of sensitive information.
• Offer technical support for systems, network technology, and applications.
• Afford technology infrastructure support and troubleshooting, administration of layers 1 and 2, supporting level 3 engineers when needed.
• Conduct routine maintenance and install/configure new devices.
• Comply with the Global IT Security Policy as it pertains to hardware, software, security/data safety, and compliance. Collaborate with vendors for equipment maintenance.
• Maintain inventory records for IT equipment and supplies.
• Work with the Cybersecurity team to manage alerts and document issues.
• Perform regular and emergency backups and manage mobile device platforms.
• Support network hardware and resolve issues promptly.
• Communicate updates to users, managing issues until resolution.
• Create, maintain, disable, reset, and delete user accounts and passwords – ensure systems are up-to-date with security measures.
• Follow change management procedures and provide weekly status reports.
• Stay updated on new technologies, earn new certificates annually, report on new technologies, and assist with annual compliance activities as directed by management and the Information Security Team.
• Availability for weekends, holidays, and nighttime support as needed.
• All other duties as required

Preferred and Required Skills

• B.S. in Computer Science or equivalent, with 3 years in customer service within a tech environment. Experience in an IT role at an MSP and hotel setting is preferred.
• Desired certifications include MCSA, MCSE, CCNA, CCNP, Network+, Security+, and A+.
• Proficient in Windows, Windows Server, Active Directory, and networking technologies (LAN, WAN, VPN, wireless networking, and virtualization technologies). Knowledge of system recovery and disaster recovery planning is essential.
• Strong organizational, communication, and problem-solving abilities, especially in high-pressure situations.
• Ability to install low-voltage cabling, read technical documentation, and conduct research on PC issues. Experience supporting users in a distributed network is necessary.
• Highly responsible, reliable, and detail-oriented with a focus on guest needs.
• Ability to work well in a team and think creatively to solve complex problems.
• Willingness to stay updated on emerging technologies and security risks.
• Experience with hardware troubleshooting and the deployment of standard computer images.
• Familiarity with Microsoft products for centralized management and hotel applications: MSP, RMM, MDR, EDR, (Microsoft Office Suite, Resy, ResDiary, Opera, RezQueue, Open Table, Book A Table, and Phone system administration).
• Strong understanding of TCP/IP networks and current network protocols.

Compensation

$85,000.00 - $95,000.00 per year