JOB POSITION: IT OFFICER
DEPARTMENT: INFORMATION TECHNOLOGY
REPORTS TO: IT MANAGER

POSITION SUMMARY:
As an IT Officer, you will be responsible for the day-to-day support of all IT systems, business systems, office systems, computer networks, and telephone systems throughout the hotel. Additionally, you will be responsible for Information Technology issues, products, and services at the property, including user training and support of all property/site systems, network enhancements, hardware, and software support. You will also maintain an inventory of all hardware products and software licenses, and review maintenance agreements.

DUTIES AND RESPONSIBILITIES:

• A warm personality, attentive, and smartly presentable.
• Committed to delivering high levels of customer service.
• Responds courteously and efficiently to queries and problems from guests and system users.
• Ensures cleanliness of all data equipment and computer rooms.
• Must be a self-starter, alert, energetic, responsible, and flexible.
• Responsible for smooth functioning and coordination of vendors for:
  • Guest Internet
  • Property Management System (PMS)
  • Point of Sale (POS)
  • Telephone systems
  • Other software vendors
• Ability to troubleshoot hardware and software problems.
• Responsible for overseeing and handling:
  • Network configuration
  • Servers
  • Workstations
  • Networking equipment
  • PABX
  • Email accounts
  • Support for the underlying server/desktop infrastructure.
• Capable of conducting Root Cause Analysis on problems.
• Strong knowledge of network fundamentals, general network setup, and device configuration.
• Good knowledge of server hardware, disk storage technology, and I/O devices.
• Knowledge of network infrastructure, including:
  • CAT5/6 cabling
  • Wireless networks
  • Network switches
  • WAN/LAN
  • Domain controller
  • Active Directory
  • Firewall and VPN applications
• Background in highly available systems and image capture/management systems.
• Extensive knowledge on Active Directory, Management, and Implementations.
• Prepare & implement a Preventive Maintenance Schedule for all IT hardware & software.
• Provide leadership in the establishment of project scope, technical strategy, cost, budget, and staff support requirements for new IT initiatives.
• Prepare policies and procedures for the IT Department and user departments.
• Manage the Disaster Recovery Process and ensure regular daily backups are taken.
• Provide anti-virus setup and day-to-day support.
• Identify and implement solutions to user challenges and concerns associated with the use of personal computer equipment.
• Ensure that policies and procedures relating to PCI compliance are updated.
• Maintain a system error/progress log book and address reported problems.
• Responsible for ensuring that IT Audit points are implemented as per relevant Standard Operating Procedures (SOPs).
• Monitor and maintain proper inventory of hardware and software licenses.
• Be aware of IT security policies and ensure implementation through regular staff training.
• Keep updated with the latest hotel technology and security risks on a regular basis.
• Perform other IT or systems-related tasks as assigned by management.

SKILLS:

• Ability to welcome guests and maintain a friendly, helpful attitude.
• Organized with the ability to multitask.
• Professional demeanor at all times.
• Capable of dealing with guests without being irritable.
• Ability to handle tough and challenging situations calmly.
• Ability to work long hours.

REQUIRED QUALIFICATION:

• Full Grade 12 Certificate
• Degree in Computer Science or Information Technology.

REQUIRED EXPERIENCE:

• Minimum of 5 years proven work experience.
• Experience in hotels, especially 5-star, is an added advantage.