IT Infrastructure Analyst

POSITION PURPOSE AND SUMMARY

This position is responsible for the effective implementation and support of hotel property technology. The role is crucial to ensure smooth operation of hotel technology across various locations. Tasks would include, but are not limited to, the management of hardware and software related to network and server infrastructure, television, client technology, digital displays, door lock technology, and guest facing systems across property locations. The Hotel Tech Analyst will participate in support to ensure service and operating level agreements are met. Managing 3rd party vendor relationships across sites is a primary function for the analyst to perform to ensure successful installation, operation, maintenance, and support services are delivered.

The analyst will implement infrastructure related projects while working closely with Infrastructure, Applications, and Security teams to ensure the successful deployment of services to hotel locations. The analyst will work with the Mgr, IT Architect Hotel Tech to ensure all technology solutions are implemented per ESA technology standards and security policies. The Hotel Tech Analyst is a next escalation level point for administration and support teams as it relates to technology at hotel property locations.

MAJOR / KEY JOB DUTIES

* Assist in the implementation, testing and support of hotel technology including but not limited to the following: property compute (PCs, mobile device), network systems (SD-WAN, Routing, Wireless systems), SD and HD TV Infrastructure and Systems, Digital Displays, network printing/fax solutions, door lock, guest facing technologies, telephony etc

* Work with 3rd party Network, TV and PBX managed services engineering teams to ensure architecture and engineering standards are being met

* Third-level support for troubleshooting remote property infrastructure

* Give guidance and direction to Administration and Support teams

* Adhere to IT governances and project methodologies.

* Create and maintain documentation of software systems, business processes, and procedures.

The expectations of this position, as stated above, are not all inclusive, but do indicate the major responsibilities of the position. Other responsibilities may be assigned as necessary to support the business environment.

OTHER DUTIES

* Flexibility and willingness to work varied schedules to accommodate project timelines and support requirements

* Work with the other IT support team members and vendors on incident resolutions.

* Participate in technical and functional training classes as necessary or required.

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

* Ability and Willingness to follow structured methodologies.

* Ability to work in a fast-paced collaborative atmosphere.

* Ability to utilize various online tools and portals to troubleshoot problems.

* Ability to work with minimal supervision.

* Ability to organize multiple priorities to ensure that daily operations are performed at peak efficiency.

* Ability to communicate and escalate professionally

ENVIRONMENTAL JOB REQUIREMENTS

* Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

* Less than 10% travel.

* Hybrid office/remote work.

MINIMUM QUALIFICATIONS

* AS in Computer Science or equivalent experience

* 1 year experience in technical or analytical role

* Critical thinking skills and attention to detail.

* Excellent communication skills and ability to work effectively in a team environment.

* Experience supporting remote users.

* Experience relating business requirements into technical requirements.

* Experience in working with outsourced / offshore partners.

PREFERRED QUALIFICATIONS

* AS in Computer Science

* 2+ years related experience working in hotel technology

* Experience with Microsoft M365 suite, Visio and other process/architecture modeling tools.