Job Summary:

AJS Hotels is seeking a dedicated and skilled Night and Weekend IT Support Technician to join our team. The ideal candidate will be responsible for providing foundational and intermediate technical support and troubleshooting services during non-business hours, ensuring the seamless operation of our IT systems and addressing any issues that arise promptly and efficiently. This is an onsite role, requiring physical presence at the hotel during shifts.

Key Responsibilities:

• Provide Technical Support: Respond to IT support requests from hotel staff during night shifts and weekends, ensuring issues are resolved quickly and effectively.
• Monitor IT Systems: Continuously monitor the hotel's IT infrastructure, including servers, network devices, and applications, to detect and address any potential issues.
• Troubleshoot Hardware and Software Issues: Diagnose and resolve hardware and software problems, including PCs, printers, POS systems, and network devices.
• Maintain Security Protocols: Ensure compliance with IT security policies and procedures, including monitoring for security threats and taking appropriate actions to mitigate risks.
• Document Incidents: Maintain accurate records of all support requests, troubleshooting steps, and resolutions in the ticketing system.
• Perform Routine Maintenance: Conduct regular maintenance tasks, such as updates, backups, and system optimizations, to ensure the smooth operation of IT systems.
• Assist with IT Projects: Support the implementation of IT projects and upgrades as needed, coordinating with the IT team to minimize disruptions.
• Provide Training: Offer basic training and guidance to hotel staff on using IT systems and software effectively.
• Create and Refine Documentation: Develop and update IT documentation, ensuring clear and comprehensive records of systems, processes, and procedures.
• Deploy, Image, and Update Systems: Deploy, image, and update Windows PCs, servers, and workstations to maintain an up-to-date and secure IT environment.
• Customer Service: Provide excellent customer service to hotel staff, ensuring their IT needs are met with professionalism and efficiency.
• Phone Answering Skills: Handle incoming calls related to IT support issues, providing clear and effective communication to resolve problems.
• Use of RMM and Monitoring Tools: Familiarity with remote monitoring and management (RMM) and environment monitoring tools such as Datto and SolarWinds to ensure proactive IT system management.
• Self-Motivation: As this role requires working overnight and weekends with minimal supervision, being highly self-motivated and proactive is essential.
• Effective Communication: Effectively communicate with IT team members on the day shift to ensure seamless transitions and continuity of support.

Qualifications:

• Education: High school diploma or equivalent; an associate's or bachelor's degree in Information Technology or a related field is preferred.
• Experience: At least 2-4 years of experience in an IT support role, preferably in the hospitality industry.
• Technical Skills:
  • Proficiency in Windows and Mac operating systems.
  • Knowledge of network infrastructure, including LAN, WAN, and Wi-Fi.
  • Experience with hotel management software and systems such as Oracle Opera, OnQ, and others (e.g., PMS, POS).
  • Familiarity with troubleshooting hardware, software, and network issues.
  • Experience with deploying, imaging, and updating Windows PCs, servers, and workstations.
• Certifications: CompTIA A+, Network+, or other relevant IT certifications are a plus.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users.
• Customer Service Skills: Strong customer service orientation, with the ability to interact effectively with hotel staff.
• Phone Answering Skills: Proficient in managing and resolving IT support issues over the phone.
• Problem-Solving Skills: Strong analytical and problem-solving abilities, with a focus on customer service and resolution efficiency.
• RMM and Monitoring Tools: Familiarity with remote monitoring and management (RMM) and environment monitoring tools such as Datto and SolarWinds.
• Self-Motivation: Highly self-motivated and able to work independently during overnight and weekend shifts.
• Effective Communication: Ability to communicate effectively with IT team members on the day shift to ensure smooth transitions and continuity of support.
• Availability: Willingness to work night shifts, weekends, and holidays as required.

Work Environment:

• Physical Requirements: Ability to lift and move computer equipment, work in tight spaces, and perform tasks requiring manual dexterity.
• Work Conditions: Primarily based at AJS Hotels, with occasional travel to 1 or 2 partner hotels. A reliable vehicle is required for travel between locations.