Senior Specialist
3 weeks ago
ROLE SUMMARY
The Support Specialist responds to all trouble calls concerning on-line services, network, or end-user related problems. Provides an interface for end-users seeking assistance.
Documents problem calls and either solves or ensures timely escalation to appropriate support levels and groups. Follows established processes for ticket handling and resolution.
RESPONSIBILITIES
• Responsible for providing technical assistance to end-users
• Responsible for end-user communications and resolving technical challenges
• Analyzing existing computer systems and making recommendations for upgrades and
• improvements
• Developing and overseeing system installation, including software and hardware
• Performing tests and troubleshooting, as well as quality assurance
• Implementing safety procedures and data recovery plans
• Recruiting, training, and evaluating staff members
• Developing user manuals and policies, procedures, and safety protocols
• Collaborating with other departments and professionals in the development of IT systems
• Ensuring all installations, maintenance, and upgrades are conducted on schedule and according to specifications
• Delegating tasks and work schedules
• Staying up to date with field advancements and ensuring the team receives refresher training as well
• Responsible for the daily monitoring checklist update
QUALIFICATIONS
• Experience
1. Hotel IT systems, operations, and infrastructure
2. Knowledge of computer software such as configuration management software, desktop communications software, operating system software, and internet services software
3. Gaming background is a plus
• Education: BS in Computer Science, BS in Information Technology, BS in Computer Engineering, or similar
PREFERRED SKILLS
• Excellent customer service skills using CRM/ Help Desk Tool
• Good in verbal and written communication skills
• Problem solving skills
• Displays the highest level of integrity
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