IT Support

Responsibilities:

IT Support & Troubleshooting:

• Serve as the first point of contact for all IT-related support requests.
• Diagnose and resolve hardware, software, network, printer, email, and connectivity issues.
• Log, track, and follow up on support tickets to ensure timely resolution.
• Escalate complex technical issues to the IT Support & Network Manager when necessary.
• Provide technical assistance and guidance to staff on IT-related issues.

Hardware & Software Management:

• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT equipment.
• Install, update, and maintain operating systems and business applications.
• Repair or replace faulty hardware components where required.
• Set up and deploy IT equipment for new employees.
• Ensure all IT equipment remains functional and properly maintained.

Network Administration:

• Monitor and maintain LAN, Wi-Fi, and internet connectivity across the resort.
• Troubleshoot network outages and connectivity issues.
• Support the maintenance of switches, routers, access points, and other network infrastructure.
• Assist with network upgrades, expansion, and configuration.

Hospitality Systems Support:

• Provide technical support for the resort's Property Management System (PMS), Point of Sale (POS) systems, payment terminals, and other hospitality applications.
• Ensure uninterrupted operation of guest-facing technology systems.
• Assist staff with system-related challenges and provide user training where necessary.

IT Security & Data Protection:

• Install and maintain antivirus, endpoint protection, and other security software.
• Ensure operating systems and applications receive regular updates and security patches.
• Support data backup and disaster recovery processes.
• Assist in protecting company and guest information from unauthorized access.

Preventive Maintenance & Asset Management:

• Conduct routine inspections and preventive maintenance of IT equipment.
• Maintain an accurate inventory of all IT assets.
• Document support requests, solutions, recurring issues, and maintenance activities.
• Recommend equipment repairs, upgrades, or replacement where necessary.
• Prepare weekly and monthly IT support reports.

Vendor & Compliance Support:

• Liaise with external IT vendors and service providers for equipment repairs and maintenance.
• Monitor vendor performance and service delivery.
• Ensure compliance with the organization's IT policies, security standards, and procedures.
• Support IT audits and compliance reviews.
• Maintain confidentiality of company, employee, and guest information.

Requirements:

• Bachelor's Degree or HND in Computer Science, Information Technology, Computer Engineering, or a related field.
• Minimum of 2 years' experience in IT Support, Help Desk, Network Administration, or a related role.
• Experience working in the hospitality industry is an added advantage.
• Strong knowledge of Windows operating systems and Microsoft 365.
• Basic knowledge of TCP/IP, LAN, WAN, Wi-Fi, switches, routers, and network troubleshooting.
• Experience with hardware installation, configuration, and maintenance.
• Familiarity with POS, PMS, CCTV, payment terminals, or hospitality technology systems is an advantage.

 Key Performance Indicators (KPIs):

• IT support ticket resolution time.
• First-time resolution rate.
• System and network uptime.
• User satisfaction rating.
• Preventive maintenance completion rate.
• Reduction in recurring IT issues.
• IT asset accuracy.
• Compliance with IT security policies.
• Downtime of critical business systems.
• Timely completion of assigned IT projects.

Skills & Competencies:

• Strong troubleshooting and analytical skills.
• Excellent communication and interpersonal skills.
• Strong customer service orientation.
• Ability to manage and prioritize multiple support requests.
• Good documentation and reporting skills.
• High level of integrity and confidentiality.
• Strong attention to detail.
• Ability to work independently and as part of a team.
• Ability to work effectively under pressure and respond to critical system failures.
• Willingness to work shifts, weekends, and public holidays when required.