IT Assistant

The IT Assistant supports the day-to-day operation, maintenance, and troubleshooting of the hotel's technology systems, including computer hardware, software, networks, telephony, and guest-facing technology. Working under the direction of the IT Manager, the IT Assistant ensures reliable, secure, and efficient IT services across all hotel departments, contributing directly to smooth guest experiences and operational continuity. Key Roles & Responsibilities 1. Technical Support & Troubleshooting • Provide first-line technical support to hotel staff across all departments (Front Office, Housekeeping, F&B, Sales, Finance, etc.) • Diagnose and resolve hardware, software, printer, and peripheral issues promptly. • Log, track, and escalate unresolved technical issues to the IT Manager as needed. • Maintain a helpdesk ticketing log for all reported issues and resolutions. 2. Systems & Software Support • Assist in the installation, configuration, and maintenance of Property Management Systems (PMS), Point-of-Sale (POS) systems, and other hotel operational software. • Support software updates, patches, and license management under IT Manager guidance. • Assist with user account creation, password resets, and access permissions across hotel systems. 3. Network & Infrastructure Maintenance • Monitor the performance of the hotel's local area network (LAN), Wi-Fi, and internet connectivity. • Assist in maintaining network cabling, switches, routers, and access points. • Support guest Wi-Fi systems, ensuring consistent connectivity and prompt resolution of guest connectivity complaints. • Perform routine checks on servers, backup systems, and other hotel systems as directed. 4. Hardware Management • Set up, configure, and maintain desktops, laptops, printers, and other IT equipment. • Maintain an inventory of IT assets, including issuing and retrieving equipment. • Coordinate basic preventive maintenance and cleaning of IT equipment. • Assist with equipment replacement, upgrades, and disposal in line with hotel policy. 5. Guest-Facing Technology Support • Support in-room entertainment systems, guest Wi-Fi, and meeting/conference room AV setups • Respond promptly to guest technology-related requests in coordination with Front Office /House Keeping. • Assist in IT setups for hotel events, conferences, and banquets. 6. Data Security & Backup • Assist in performing regular data backups for critical hotel systems. • Support implementation of IT security protocols, antivirus updates, and firewall configurations. • Report any suspected security breaches, phishing attempts, or system vulnerabilities to the IT Manager immediately. • Ensure compliance with hotel data protection and confidentiality policies. 7. Documentation & Reporting • Maintain accurate records of IT assets, licenses, warranties, and vendor contacts. • Document recurring issues and standard troubleshooting procedures for reference. • Prepare regular status reports for the IT Manager on outstanding issues, ongoing projects, and system performance. 8. Vendor & Stakeholder Coordination • Liaise with external vendors and service providers for equipment repairs, installations, or contracted IT services, under the supervision of the IT Manager. • Coordinate with department heads to understand and address department-specific technology needs. • Support onboarding of new employees by setting up IT accounts, hardware, and system access. 9. Compliance & Best Practices • Follow hotel IT policies, procedures, and standard operating procedures (SOPs) at all times. • Ensure all IT activities comply with brand standards (if applicable) and local regulatory requirements. • Participate in IT audits and support the IT Manager in implementing corrective actions. 10. General Support • Provide after-hours or on-call IT support as scheduled or required. • Assist the IT Manager with special projects, system upgrades, and rollouts. • Perform other IT-related duties as assigned by the IT Manager.

• Degree in Information Technology, Computer Science, or a related field. • At least 2 years of experience in an IT support role; hospitality industry experience preferred • Working knowledge of Windows/Mac OS, networking fundamentals (LAN/WAN, Wi-Fi), and basic server administration. • Familiarity with hotel PMS (e.g., Opera, Protel) and POS systems is an advantage. • Strong troubleshooting and problem-solving skills. • Good communication skills and a guest-service mindset. • Ability to work flexible hours, including weekends and public holidays, as required by hotel operations. • Relevant certifications (e.g., CompTIA A+, Network+, Microsoft certifications) are a plus. Key Attributes • Attention to detail and strong organizational skills. • Ability to work independently and as part of a team. • Discretion in handling confidential guest and business data. • Calm, professional demeanor under pressure, especially during system outages or guest-facing technical issues.