IT Support Technician - Hospitality

Reports to - IT Services

Location: Honolulu - Onsite

Company Description

Edge provides integrated, managed voice and data technology systems and services for small/medium businesses and enterprises.

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 self-starters who 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

Requirements

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)