IT Support Specialist

About the role

The IT Support Specialist will work under the guidance of the Information Technology Manager to ensure smooth operation of all hotel technology systems, including network infrastructure, hotel property management software and end‑user devices. This role combines technical troubleshooting with user training to keep the property’s IT environment reliable and secure.

Key responsibilities

• Answer e‑mails and fax requests related to IT matters in the manager’s absence.
• Assist the IT Manager with daily tasks, user training on Fidelio, Micros, and other office automation tools.
• Monitor and manage software and hardware resources, including backup tapes.
• Troubleshoot issues in Fidelio, Micros, Sopho and other hotel systems.
• Revise forms, modify simple reports and adjust user rights as directed.
• Research, develop and program system enhancements for end users.
• Ensure compliance with security procedures, contingency plans and internal controls.
• Schedule preventive maintenance and coordinate with department heads for smooth operations.
• Log, track and close support tickets; remain on‑call 24 hours as needed.
• Run training sessions for workstations and new applications.

Required profile

• Ability to work under the general guidance of the IT Manager.
• Experience supporting corporate IT environments, especially in hospitality.
• Willingness to be available on call outside regular hours.
• Strong communication skills for training and user support.

Required skills

• Fidelio hotel management system.
• Micros point‑of‑sale system.
• Sopho hotel software.
• LAN networking and hardware troubleshooting.
• PC hardware and peripheral support.
• Backup tape management.