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Position Purpose 

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The IT Specialist will be responsible for managing and maintaining the hotel’s IT infrastructure, ensuring all systems, networks, and hardware function smoothly. This role involves providing technical support to hotel staff and guests, troubleshooting technical issues, managing software updates, and ensuring network security. The ideal candidate will have a strong technical background, a problem-solving mindset, and a commitment to providing excellent service and support. 

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Duties & Key Responsibilities 

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IT Systems & Network Management: 

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System Administration: Oversee the day-to-day operation and maintenance of the hotel’s computer systems, including servers, networks, and workstations. 

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Network Maintenance: Monitor and troubleshoot the hotel’s network infrastructure, ensuring seamless communication and internet connectivity for both guests and staff. 

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Software Management: Install, update, and configure software applications across various systems to ensure they are up to date and functioning correctly. 

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Hardware Support: Manage and maintain the hotel’s hardware, including computers, printers, phones, and other devices, ensuring all equipment is working efficiently. 

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Technical Support: 

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Troubleshooting: Provide technical support to hotel staff and guests for any hardware, software, or network-related issues, ensuring prompt resolution. 

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Help Desk Support: Serve as the first point of contact for internal staff and guests for technical issues, offering on-site and remote support as needed. 

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Training: Assist in training staff on the use of new software, systems, and technology tools to enhance their efficiency and productivity. 

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Security & Data Protection: 

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Network Security: Ensure that the hotel’s IT systems are secure from unauthorized access, malware, and other cyber threats by implementing firewalls, antivirus software, and encryption tools. 

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Data Backup & Recovery: Regularly back up hotel data and ensure disaster recovery processes are in place to protect sensitive information. 

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Compliance: Ensure that the hotel’s IT operations comply with industry regulations, privacy policies, and data protection laws (e.g., GDPR, PCI-DSS for payment systems). 

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System Monitoring & Maintenance: 

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System Health: Regularly monitor the performance of the hotel’s IT infrastructure, identifying any issues or areas for improvement and addressing them proactively. 

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Routine Maintenance: Conduct scheduled maintenance tasks such as software updates, patch management, and system health checks to prevent disruptions. 

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Vendor Management: Work with external vendors and service providers for the procurement, installation, and maintenance of IT systems and equipment. 

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Guest Services & Technology: 

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Guest Technology Support: Provide technical assistance to hotel guests regarding the use of guest-facing technology, such as Wi-Fi, in-room entertainment systems, and business center services. 

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Guest Experience: Collaborate with other departments to implement and troubleshoot technology that enhances the guest experience, such as self-check-in kiosks, digital room keys, and interactive TVs. 

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Requirements 

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Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience). 

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Minimum of 2-3 years of experience in IT support or systems administration, preferably in the hospitality industry. 

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Proficiency in networking, Windows Server, and Linux-based systems. 

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Experience with hotel property management systems (PMS) and point-of-sale (POS) software is a plus. 

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Strong knowledge of hardware components, software troubleshooting, and security protocols. 

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Familiarity with cloud computing, backup solutions, and VPN configurations. 

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Knowledge of IT security best practices, including firewalls, malware prevention, and encryption. 

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