Corporate Systems Administrator

• Handle support and service requests, assist with escalations and implement projects.
• Evaluate documented resolutions and analyze trends for ways to prevent future Problems.
• Stay informed of latest business trends and standards in hospitality IT and make recommendations for improvements.
• Alert IT Team to emerging trends in Incidents and propose possible solutions.
• Ensure that any planned interruption to services is scheduled through the change management process and coordinated with the business stakeholders.
• Assist in software and hardware roll-outs and communication to the end users.
• Travel as needed to multiple hotels within the US to implement projects for supported systems.
• Provide level 2 technical support for supported systems by investigating all reported Incidents and Problems, ensuring issues are recorded within the ticket system and resolved in a timely manner.
• Be part of an on-call weekly rotation for emergency and after hour incidents.
• Create and maintain documentation for supported systems. Documents will be for a variety of audiences including end users.
• Prioritize and schedule Service Requests, Incidents and Problems appropriately.
• Escalate Problems (when required) to the appropriately experienced team member or vendor.
• Ensure all systems and business applications are running at their best to minimize downtime. Be proactive as much as possible and collect/interpret data to predict and prevent failures.
• Provide accurate and up-to-date information on the status of Incidents, Problems, Known Issues and Workarounds.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the workstation level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Test fixes to ensure Problem has been adequately resolved.
• Ensure that technology is used to automate and streamline processes wherever possible.
• Perform post-resolution follow ups with stakeholders.
• Manage vendor relationships appropriately and effectively
• Make training recommendations as necessary

Requirements

• College diploma or university degree in a technical field such as Computer Science and/or 2-3 years equivalent work experience.
• Certifications in Point of Sales, Microsoft, ITIL or CompTIA (Preferred, not required)
• Hospitality experience appreciated
• Up-to-date knowledge of all relevant technologies including networking and client/server infrastructure and Point of Sales systems (Micros, Aloha or other)
• Knowledge of computer hardware, including upgrades, provisioning and imaging of new equipment, diagnostics, etc.
• Experience with client and server operating systems, including Windows 7, 8.1, 10, embedded and Server 2012.
• Basic understanding of RDBMS (Relational Database Management System) and ETL (Extract Transform Load) concepts.
• Basic understanding of commonly used interfaces to exchange information across separate components of computer systems.
• Working knowledge of a range of diagnostic utilities, including command line troubleshooting commands.
• Familiarity with the fundamental principles of ITIL
• Exceptional written and oral communication skills. Strong documentation skills. Fluent in English.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Ability to conduct research into a wide range of IT issues as required.
• Up to 50% travel