IT Support Technician - Nova Hotels

PRIMARY FUNCTIONS

The IT Support Technician is the front line of support for our internal clients in diagnosing problems, training users, and providing desktop and mobile computing support.

This position is full-time and may require availability for evenings, weekends and holidays.

Responsibilities and Essential Duties:

• Provide a high quality of customer service and timely escalation of end users trouble tickets
• Ensure that all client details are logged and tracked in the ticketing system
• Demonstrate a high level of technical ability while troubleshooting end users’ issues and ensure that sufficient details are collected prior to escalation
• Ensure client satisfaction by handling all requests promptly and courteously, and by following up with clients when necessary
• Create and administer privileges associated with new and departing users
• Deploy and configure end user hardware and peripherals
• After hours work may be required
• Participate in the on-call rotation providing after-hours emergency support
• Other duties as required to assist the IT team as directed by the Director of Information Technology

Required Knowledge, Skills and Abilities:

• Ability to communicate technical information to and acquire technical information from non-technical users
• Ability to multi-task and stay calm under pressure, must be able to handle ongoing problems, multiple troubleshooting tickets, deadlines for meeting service-level agreements
• Must be able to self-manage and follow documentation with minimal supervision
• Ability to absorb new information and apply it when troubleshooting new problems
• A client focused approach and commitment to providing exceptional service to internal clients
• Well versed in ticketing system for tracking incidents
• Technical skillset should include knowledge of
  • Microsoft Windows family of Desktop Operating Systems
  • Microsoft Office 2010/2013/2016
  • Active Directory fundamentals and user management
  • Workstation and Laptop hardware
  • Core concepts of IP Networking
  • Understanding of ITIL principles considered an asset
• Intermittent business travel will be required

Qualifications:

• High School Diploma
• Post-secondary education and/or previous Information Technology training considered an asset.
• Experience in hospitality industry is considered an asset.
• Experience with Hotel Management Systems is considered an asset.
• 1-2 years of relevant experience in IT is considered an asset.

Core Competencies:

• Analytical & Critical Thinking
• Computer & Systems Literacy
• Ability to think outside the box
• Effective Communication Skills
• Self-directed
• Problem Solving
• Intuitive

Benefits:

• Extended Health Benefits for full-time associates
• Employee discount in dining areas
• Employee discount at all Nova Hotels properties

We thank all applicants for their interest in Nova Hotels, however only those considered for an interview will be contacted.