General Hotels Corporation is seeking an IT Support Engineer. This role is a Tier II/III support engineer responsible for managing and supporting new projects as well as implementing and maintaining all brand IT standards. The position is also responsible for providing exceptional customer service and support for internal and external customer facing systems, including guest room lock systems, TV systems, computers, networks, wiring, security cameras, and property management systems. This position reports to our Director of Information Technology.

THE IDEAL CANDIDATE WILL HAVE THE FOLLOWING QUALIFICATIONS:

• Hotel industry experience highly preferred
• Strong written, oral, and interpersonal communication skills
• Highly self-motivated, self-directed, and attentive to detail
• Ability to adjust schedule and priorities based on business needs
• Ability to analyze, diagnose, replicate, troubleshoot, and resolve standard to highly complex technical issues
• Ability to plan, organize, and efficiently manage multiple projects
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional communication skills
• Prefer experience with troubleshooting, researching, and fixing the following systems:
• Windows 10, 11
• Office 365 (SharePoint, Teams, Office)
• Security compliance
• Networks
• Wiring
• Telephone systems
• Guest Room Key Card Systems
• Hospitality TVs
• Security Cameras

• Providing support for internal and external customer facing systems, including guest room lock system, tv system, computers, networks, wiring, security cameras, and property management systems.
• Coordinating with internal users, vendors, and clients to improve performance and functionality.
• Establishing root cause assessments for systems and resolving issues.
• Working with outside vendors to escalate and prioritize fixes.
• Documenting and improving support processes.
• Working with internal teams to identify improvement areas and promote knowledge sharing.
• Meeting or exceeding all SLA requirements.
• Working with outside vendors to company / brand standards.
• Ensuring all security elements required for PCI Compliance
• Traveling as needed to hotel properties (both new and existing), including overnights. Travel percentage ranges but could be up to 70%.
• Answer off-hour support calls (weekends / nights) when necessary.