SR IT SUPPORT ANALYST

Job Summary

Position works with Information Technology IT, Corporate, Resort Operations, Contact Centers, and Marketing and Sales to provide daily support and tactical support of site technology projects, department initiatives, and divisionwide IT projects.

The position is responsible for daytoday support, management execution of assigned technology projects, and achieving project goals while following IT processes. This position serves as a liaison between IT and the onsite business operations for Corporate, Resort Operations, Contact Centers, and Marketing and Sales teams.

This position is responsible for identifying, resolving, and documenting software and hardware failures reported by MVW users or the IT Service Desk. This position acts as liaisonconsultant to corporate offices, contact centers, resort, and sales galleries with regards to 3rd party vendors Point of Sale, Property Management Systems, Guest WiFi, Security and Key Systems, EMS, Boarding Pass kiosks, Reader boardsDisplays for projects and support.

Responsible for leading installation resource teams for Field Services, Network Engineering, Voice Engineering, and Site Deployment infrastructurerelated projects ranging in complexity to ensure activities are completed within budget and on schedule. Responsible for financial aspects covering multiple areas to include projects, departmental, site inquiries regarding providing estimates for projects, budget tracking, and managing expectations of those estimates.

This position is responsible for the business areas assigned Corporate, Resort, Contact Center, Marketing, and Sales and may be required to assist with other assignments or business areas as needed. This position has accountability for all hardware, software, and communications support for an assigned area. Coordinate technology installations, troubleshooting, and technology maintenance efforts with various technology vendors. Provides leadership in daily support needs. Provides 2nd level support and establishesparticipates in coverage for support of systems. Has working knowledge of the technology equipment and processes.

Expected Contributions

Shift work and travel may be required.
Ability to use a personal smart cell phone for communication, during and outside of regular work hours.
Ability to physically operate in a fastpaced environment.
Must be able to work oncall in a 24x7 environment.
Provides leadership for Tier2 support of computer and printing endpoints and miscellaneous equipment and peripherals.
Ability to follow procedures accurately and consistently.
Completion of required documentation within the specified timeframe for asset tracking and billing purposes.
Adapts and positively reacts to changes within the work environment.
Promotes continuous improvement standards as related to the work environment
Ability to guide the customer into the IT process to achieve their needs and manage user expectations.
Ability to work as a team member or leader at times in resolving issues.
Oversee the installation of operating systems desktop images and application system software test software functionality, including interfaces to other property equipment and communications between property and corporate equipment test all telecommunications links and equipment as required.
Assist local vendor representatives and other members of the installation team with installations.
Provide the interface between the local vendor representative and management staff, while working at an MVW resort site, corporate office, marketing, and sales gallery or contact center.
Appropriately respond to and resolve system installation problems as they occur and follow established procedures for problem escalation and followup.
Responsible for financial work estimates for projects and departments, budget tracking, and managing expectations of those estimates
Provide individual guidance with navigation through Windows OS and MVW applications.
Appropriately respond to and resolve system problems related to system and software operating procedures while on property.
Completion of required documentation within the specified timeframe for asset and problem tracking purposes.
Communicates to change management, site phases, and new development enhancements
Provides status updates and comments to the project owners, management, andor team participants.
Must be a selfstarter, well organized, and detailoriented.
Excellent customer service skills.
Excellent communication skills and mature judgment.
Position requires the ability to work effectively with others team player.
Ability to work under pressure and manage multiple priorities.
Intermediate network cablingwiring knowledge and abilities.
Ability to frequently lift equipment that can range up to 30lbs.
Ability to perform physical activities such as bending, kneeling, crawling, and squatting multiple times daily as well as standing for extended periods.
Special projects as assigned by Support Manager or Director.

Candidate Profile

Requires BSBA degree in a technical field or equivalent technical training and onthejob experience
12 years work experience in technical customer service support or having equivalent kind of skills experience
Customer Service
Technical Problem Solving Skills
Current versions of Microsoft Office and Windows Technical Support
Installation of Desktop HardwareSoftware and Peripherals
Desktop Troubleshooting Skills
Video and Audio Web Conference Support
Wireless Communication Support
Telephony Knowledge and Support
VOIP knowledge and support
Bolsa de trabajo México ofrecemos puesto de Sr IT Support Analyst para el sector de Hosteleria Turismo en la empresa Westin México de Miguel Hidalgo. Salario acorde a tu experiencia y al salario medio del sector. Actualiza ahora tu currículum vitae y postúlate a este empleo. Tipo de empleo Tiempo Completo.