IT ASSISTANT

Mandarin Oriental New York is looking for an IT Assistant to join our IT team.
Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.
Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.
A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park.

IT IS COMPANY POLICY TO COMPLY WITH THE AMERICANS WITH DISABILITIES ACT, INCLUDING BY PROVIDING REASONABLE ACCOMMODATIONS THAT DO NOT CONSTITUTE AN UNDUE HARDSHIP ON THE COMPANY. COLLEAGUES OR CANDIDATES SHOULD DIRECT REQUESTS FOR ACCOMMODATION TO THE DIRECTOR OF PEOPLE AND CULTURE.

We’re Fans. Are you

As IT Assistant, you are responsible for the following duties:

• Support desktops and laptops running Windows XP and Mac OS X.
• Provide support for MS Office 2003 applications.
• Provide level one support for Cisco VoIP system.
• Provide support for Treo and Blackberry Smartphones.
• Provide expert and creative solutions to user/ guest problems on laptops and desktop systems, to ensure user/guest satisfaction and productivity.
• Research, resolve, and respond to end-user/guest issues/problems/questions received via email, telephone calls, callbacks, or escalations, and provide support on desktop systems, in accordance with current standards and service levels.
• Coordinate user and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity.
• Accurately log all support activities in Call Tracking Application, acknowledge, troubleshoot, and resolve all assigned tickets; escalate and follow through when necessary.
• Configure, test, maintain, monitor and troubleshoot end user/guest telecommunications hardware/software, telephony devices, and voice/data products.
• Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
• Develop and provide technical coaching and mentoring to guests and corporate employees.
• Lead or participate in team projects as required.
• May act as product liaison for major products, working with other corporate departments and third-party developers to solve technical issues as needed.
• Contribute and communicate user/technical service policies and procedures for products supported by the Client Services.
• Handle escalations as assigned.
• Adhere to official company, IT and Client Services policies