IT Support Specialist
4 weeks ago
Job Title: IT Support Specialist
Industry Sector: Hospitality / IT Services
Experience Level: Mid to Senior
Job Location: Atlanta, GA
Pay Rate: $60-65/hr W2 (6+ month contract)
Key Technical Skills:
- Service Management
- Hospitality industry experience
- Owner & Guest Heartbeat
- NexGenPMS uptime/downtime management
- Service Level Agreement adherence
- Hotel satisfaction and deployment quality
- support SIP delivery
- Supplier SIP delivery
- Customer CSAT for escalations
Key Responsibilities:
- Serve as a subject matter expert (SME) for tier 3/4 hotel operations and systems, covering AMER and EMEAA regions
- Provide specialized support in early-stage issue resolution and prioritization
- Facilitate effective communication with regional executives and ensure adherence to regional change management and governance standards
- Own the escalation management process for NexGenPMS for hotels, owners, and colleagues globally
- Identify and implement service improvement initiatives by collaborating with hotel colleagues, internal teams, and external stakeholders
- Act as a liaison between hotels, regional teams, and product/service management colleagues
- Drive supplier service management and improvements
- Support the P&T 24x7 major incident management process
- Act as an advisor to shape future hotel support models
- Own early life support for NexGenPMS and ensure a successful transition to BAU support
- Ensure knowledge and information are captured, documented, and cascaded to internal and external teams
- Gather information and feedback from hotels regarding overall satisfaction on supplier performance
Soft Skills:
- Communication
- Teamwork
- Problem-solving
- Customer service orientation
- Adaptability
Required Certifications/Education: Bachelor's or higher in related fields
About the Role: As an IT Support Specialist at Eliassen Group, you will be responsible for providing technical support to hotels and owners globally. You will serve as a subject matter expert for tier 3/4 hotel operations and systems, covering AMER and EMEAA regions. Your primary focus will be on early-stage issue resolution and prioritization, as well as facilitating effective communication with regional executives and ensuring adherence to regional change management and governance standards.
Key Performance Indicators: Your success will be measured by your ability to resolve issues efficiently, improve service quality, and drive supplier service management and improvements. You will also be responsible for owning the escalation management process for NexGenPMS and ensuring a successful transition to BAU support.
What We Offer: As an IT Support Specialist at Eliassen Group, you will have the opportunity to work with a dynamic team and contribute to the growth and success of our clients. You will receive comprehensive training and support to ensure your success in the role. We offer a competitive salary and benefits package, as well as opportunities for professional development and advancement.
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