IT Support Technician - Hospitality

Reports to - IT Services

Location: Honolulu - Onsite

Company Description

Edge provides integrated, managed voice and data technology systems and services for small/medium businesses and enterprises.

Position Description

As an IT Support Technician, you will be part of a team of IT professionals who provide onsite & remote support for all facets of the IT ecosystem. Our "white-glove" 24/7 support program specializes in industries where attention to detail and timely response is mission critical. Our hospitality division caters to high-end large-scale boutique hotels, restaurants, and nightclubs whose staff and patrons expect industry-leading support. This is a fast-paced, interactive, hands-on role where you must "dress to impress’' and give 100% daily.

As part of a team that supports multiple properties in several states, we are looking for self-starters who can work remotely as well. You must manage your workload each day and be able to prioritize each task based on each unique situation. Using cutting-edge industry remote management, monitoring, and access tools you will be assisted by teams in other regions and may be asked to do the same for them.

Primary Responsibilities

• Desktop support for hardware and software troubleshooting
• Willingness to learn industry-specific and proprietary management systems
• Setup, deploy, and maintain end-user equipment
• Perform network administration functions, user account permissions, Active Directory changes
• Follow up with clients to ensure resolution is complete and satisfactory
• Maintain accurate, thorough, and timely information in ticketing system
• Research and resolve problems through all IT functions
• Collaborate with peers to form technical solutions
• Completion of day-to-day help desk support requests and assigned projects that require interaction with other divisions of our company

Required Skills

• Ability to provide on-site & remote desktop support to customers.
• Ability to use remote support tools like VNC, LogMeIn, RDP, etc.
• Strong troubleshooting abilities
• Ability to use our remote management platform for workstation configuration status, testing
• Familiarity supporting (not engineering) TCP/IP, cables, IP phones, workstation connectivity, printer connectivity, POS devices and Active Directory administration
• Ability to be responsible, dependable, and committed to building a long-term career at Edge Communications.
• Being a goal-driven team player with solid organizational skills and a keen attention to detail.
• Independent, self-starting attitude with the willingness to share knowledge.
• Thorough knowledge of all Windows server and desktop operating systems
• Understanding of Hotel property management & Point of Sale applications
• Thorough knowledge of PC, server hardware, and configuration including related peripherals.
• Thorough knowledge of Word, Excel, PowerPoint, Outlook, Active Directory, and Exchange
• Strong customer service and problem-solving skills including the ability to provide diligent, prompt, and courteous responses to users’ questions or PC issues.
• Ability to function effectively in a fast-paced environment
• Willingness to travel occasionally
• Ability to multi-task and maintain good communication is a must

Desired Skills & Experience

• Five years related experience or equivalent.
• Two years of telecommunications experience
• Knowledge of mobile devices in an enterprise including iPads, iPhones, Android devices
• Understanding of PCI compliance and certificates
• Familiarity with Ruckus APs and Meraki APs administration
• Understanding of IP Networking and troubleshooting
• Familiarity with hotel applications such as: PMS-Opera; POS-Micros; Revenue Management-Ideas; Building Management –HotSOS, Safelock, InnComm, and more; Sales – Delphi/SalesForce
• A+ Certification
• MCSE / MCDST / A+ certification(s)
• ACSP certification(s)