Specific Job Summary
The “position” contributes skills in Technology & general knowledge of the Exchange\leisure\hospitality business to support property and technology (IT) objectives at resorts and corporate offices. The position, in conjunction with regional IT management is accountable for assisting the local properties with assisting in technology planning, decision making, implementation, support and maintenance.
The “position” will interface with vendors, owners, executive committee, corporate office and property-based staff. This role will provide support at a 2nd level for all Workstation and be responsible for site Server, UPS, Network, Telephone and PMS\POS systems at property and office level.
Ensure that the local Server/MDF and IDF rooms are suitably maintained according to vendor operating guidelines and in line with corporate standards, completing maintenance as and when required. Troubleshoot/repair/resolve technical problems/issues related to computer hardware/software, LAN\WAN and internet. Respond to application and system error messages. Provide network communications support and technical guidance. Refer major problems to vendors and Supervisor IT. Analyze, recommend, and implement process improvements. Consult with others to assess/analyze/resolve computing needs and system requirements. Inspect, test, and diagnose computer equipment/systems. Plan and coordinate information technology-related equipment installations, moves, additions, changes, and system enhancements. Provide end-user support for all local and hosted applications.
Maintain accurate inventory of all technological devices onsite. As “Position” he/she will work with the IT regional management to identify and manage various specific IT projects ensuring completion within set deadline and to budget.
Assist Regional IT Leadership with yearly budgeting of IT equipment, services & projects for your office/resort.
Generic Position Summary
As an onsite IT staff member, you will assist team and/or department goals by contributing your general information technology knowledge and expertise. Most of the time, everyday tasks will be completed unsupervised while adhering to clearly defined guidelines and providing timely updates to your Supervisor and Management.
Generic Expected Contributions
- Performs the following types of basic tasks: analysis, auditing, budgeting, forecasting, managing, programming, research, report generation, and software integration.
- Responds to, solves and makes decisions on standard/routine business requests with limited risk.
- Responsible for own work, direct reports and contributing to team, department and/or business results. May direct work of non-management GT associates and support department to reach common goals.
- Assists more senior associates in achieving business results by:
- Utilizing technical knowledge and skills to enhance business processes.
- Establishing priorities for self and, where appropriate, others.
- Allocating own time effectively to meet goals in a manner that does not disadvantage other associates or groups.
- Contributing to department/unit budget as appropriate (i.e., input, following guidelines, etc.).
- Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
SITE-SPECIFIC TASKS
- Responsible for ensuring work is completed to the required levels and within expected timelines specifically at PMIMC
- Regular onsite support to associates and guests at Club Son Antem, Mallorca
- Assist with site level IT projects, providing regular updates to management and key stakeholders.
- Hold regular meetings with local site leadership and attend daily stand up meetings.
- Position requires infrequent out of business hours work (Weekend\Public Holiday or overnight) relating to projects or major support incidents. The position is responsible for maintaining his/her own schedule in order to meet business or project needs while maintaining a high level of service to the property.
- Assist with local vendor support so tickets are resolved within a timely manner and to SLA.
- Create and manage LSOP for local applications and IT processes
- Assist regional IT Management with local vendor contracts when required
- Act as cover for associates based at other MVW locations within the region.
- Intermittent travel to other site locations as required by IT projects.
- Responsible where required for local procurement of software and hardware through corporate approved vendors only following processes set out by the business.
- Responsible to ensure support matters and processes are fully documented and to proactively review and report to management all adverse developing trends
- Responsible to ensure Incidents and Service Requests are recorded, updated, monitored and resolved in the ITSSM tool in accordance with SLA’s or are escalated and followed through to resolution as required. This includes remote assistance where necessary for international MVCI offices or properties.
- Maintain up to date inventory of mobile devices at all London offices.
- Administration of the Guest HSIA & GRE systems including providing monthly utilization reports to management.
- Responsible for performing asset audits and ensuring the computer and telecoms asset inventories are accurate. This includes the maintenance of accurate user records and department codes for revenue generation and security purposes.
- Provide associate inductions to cover standard operating procedures, corporate data security policies, use of systems and how to report incidents and request IT services.
- Ensure IT quick sheet is kept updated and made available to local Resort Ops team.
- Assists Regional Management.
- Report all work in progress to immediate supervisor on a weekly basis in a clear and concise format.
- Monitor, action and assign support requests and incidents for region to ensure incidents & requests are completed on time and that they meet appropriate quality standards.
- Highlight weekly any key issues on site which is impacting business operations or guest experience.
- Assist in the planning and implementation of IT projects in region as requested by regional IT leadership.
- Provides input into IT operating budgets based on anticipated IT projects, Property support needs and requirements.
- Reviews operating statements: research and resolve discrepancies in technology charges
- Possesses an understanding of the financial dynamics of operations and can apply knowledge or judgment to assist management in achieving technology-related goals.
- Accountable for property compliance with appropriate MVW Policy and Information Security Manual. Determines solutions and implements per LSOP. Is authorized to take action to address deficiencies.
- Ensures compliance to technology-related vendor contracts.
- Assists more senior associates in achieving business results by: identifying opportunities to enhance the effectiveness of business processes. providing training and technical guidance to less senior staff, where appropriate, and serving as point-of contact for problem resolution.
- Participating in setting department operating plans.
- Recognizing and celebrating team successes.
Generic Tasks
Problem Solving
- Troubleshoot and repair technical problems or issues related to computer hardware and peripheral equipment.
- Troubleshoot and resolve technical problems or issues related to computer software and systems.
- Troubleshoot and resolve technical problems or issues related to internet access.
- Respond to program error messages by finding and correcting problems or terminating the program.
- Provide technical guidance and recommendations to resolve business problems.
- Refer major hardware/software problems or defective products to vendors or technicians for service.
- Communicate with other IS personnel to resolve non-routine problems with hardware, software, or guest room internet access
- Analyze, recommend, and implement process improvements.
Personal Computer Support
- Install and configure workstations, including set up of cables, desktop computers, laptops, docking stations, and printers.
- Modify workstations, including set up of cables, desktop computers, laptops, docking stations, and printers.
- Provide end-user support for desktop computers, including answering technical questions and simulating or recreating user problems.
- Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
- Install and test new software on multiple systems before making software available to users.
- Install system software and operating systems for users.
- Train or instruct users in the proper use of hardware or software.
- Troubleshoot and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
- Develop training materials and procedures related to the proper use of hardware and software.
Network Administration
- Provide end-user support for all LAN and WAN based applications.
- Support, monitor, test, and troubleshoot hardware and software problems pertaining to LAN and WAN, including batch monitoring, software backup, and restoration.
- Ensure that the temperature in the computer and telephone rooms remains below 68 degrees Fahrenheit / 20 degrees Celsius.
- Install, configure, and manage computer networks, support server system(s), and supporting software.
- Maintain computer networks, support server system(s), and supporting software.
- Determine specific network hardware or software requirements, such as platforms, interfaces, bandwidths, upgrades, protocol changes/implementation, and user network communication requirements.
- Provide network communications support and assist with the implementation of office systems.
- Maintain and upgrade hardware and software, including peripherals (e.g., printers, scanners) and website technical architecture related to hardware and telecommunication connectivity.
- Perform testing and analysis of network facilities, including power, links, software, communications devices, lines, modems, and terminals.
Physical Security
- Educate users regarding procedures for ensuring physical security of technological devices (e.g., personal computers, handheld devices including smartphones).
- Educate users regarding procedures for securing Personal Identifiable Information (PII).
- Ensure computer and telephone rooms are kept locked at all times and access is restricted.
- Ensure that computer and telephone rooms are free of food, drink, and trash.
- Maintain compliance with policies regarding limiting the storage of excess materials in the computer and telephone rooms.
- Ensure redundant hardware is decommissioned, wipe and disposed in strict accordance with corporate policies.
Guest Relations
- Address guests' service needs in a professional, positive, and timely manner.
- Assist other employees to ensure proper coverage and prompt guest service.
User Needs
- Consult with users, management, vendors, and technicians to assess computing needs and system requirements.
- Analyze user needs, document requirements, and translate them into technical systems requirement specifications and applications.
Safety and Security
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
- Report work-related accidents, or other injuries immediately upon occurrence to manager/supervisor.
- Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
- Maintain awareness of undesirable persons on property premises.
- Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
- Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
- Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Policies and Procedures
- Protect the privacy and security of guests and coworkers
- Maintain confidentiality of proprietary materials and information.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Follow company and department policies and procedures.
- Perform other reasonable job duties as requested by Supervisors.
Working with Others
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
- Develop and maintain positive and productive working relationships with other employees and departments.
- Support all co-workers and treat them with dignity and respect.
Quality Assurance/Quality Improvement
- Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
- Comply with quality assurance expectations and standards.
- Monitor the performance of others to ensure adherence to quality expectations and standards.
Physical Tasks
- Move up and down stairs and/or service ramps.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance.
- Stand, sit, or walk for an extended period or for an entire work shift.
- Enter and locate work-related information using computers and/or point of sale systems.
CRITICAL COMPETENCIES
Analytical Skills
• Problem Solving & Computer skills
• Learning
Interpersonal Skills
• Diversity Relations
• Customer Service Orientation
• Teamwork
• Influence
Communications
• Electronic Communication
• Applied Reading
• Communication
• Listening
Personal Attributes
• Integrity
• Dependability
• Positive Demeanor
• Safety Orientation
• Initiative
Organization
• Multi-Tasking
• Time Management
Hardware and Software
• Hardware
• Windows OS
• Office 365
• knowledge of hospitality IT Systems including POS & Opera PMS
Network Administration
• Network Applications
• Systems Admin/Monitoring
• Client/Server Application
• LAN and WAN Administration
• Server System
• Network Support
Telecommunications
• Cloud PBX
Language Skills
• English (Fluent)
• Spanish (Fluent)
PREFERRED QUALIFICATIONS
Education
Technical, Trade, or Vocational School Degree, Project management certification desirable, ITIL certified desirable
Related Work Experience
• Proven experience working in a customer facing IT support environment.
Supervisory Experience
No supervisory experience required
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
