V IVAMEE Hospitality has cultivated a superior, immersive hospitality experience, providing our guests with unforgettable retreats and events among our properties on the shores of Bay & South New Jersey.
IT Field Support Technician is a vital role in ensuring seamless technology operations across our organization, providing comprehensive support in areas including network and infrastructure, desktop and application support, access control, user account administration (adds, moves, and changes), special projects, and detailed documentation. This position demands prompt resolution of technical issues while delivering exceptional customer service, embodying the company’s core values and commitment to quality. The work schedule rotates weekly on a round-robin basis, alternating between Monday-Friday and Tuesday-Saturday. We seek results-oriented, creative individuals with a passion for technology, eager for personal development, stability, and advancement opportunities within a dynamic, rewarding environment that fosters growth and impact.
Job Responsibilities :
Diagnose and resolve technical issues related to network and network infrastructure, hardware, software, and peripherals, ensuring minimal downtime.
Perform proactive upgrades to our network infrastructure as required
Respond to events raised by our monitoring tools
Respond to customer inquiries and issues via phone, email, or in person in a timely manner
Provide timely updates is also a critical part of customer service
Create accounts, assign permissions, reset passwords, and disable accounts
Set up, configure, and deploy hardware and software including, but not limited to new PCs/Laptops, printers, VoIP Phones, and network infrastructure equipment
properly use equipment and company systems
Track and maintain inventory of company equipment
Develop and document IT Standard Operating Procedure documents, systems, and processes
Site visits to our family of Resorts on a regular basis
Manage time appropriately to meet escalation or Service Level requirements
Participate and collaborate as needed to assist fellow departments, teams and team members as needed
Brainstorm with other team members to identify new opportunities for clients to improve their business with technology
Emergency critical after-hours response as needed
Any additional task or responsibility as assigned
High School Diploma, GED or equivalent with one year of experience preferred
Obtained one entry-level industry certification (CompTIA A+, Network+, Security+, Cisco CCENT, Microsoft MS-900) showing experience with those technologies or completion within 1 year of employment
Ability to perform in a fast-paced environment and pivot between differing tasks
Excellent written and verbal interpersonal communication, customer service skills, and de-escalation skills required
Ability to promote a positive company image even during moments of stress and/or tension
Ability to work together with different departments to provide the best client experience possible
Demonstrate logical troubleshooting methodology
Understand and embrace accountability and ownership concepts
Attention to detail and time management skills
Excellent written and verbal communication skills and ability to adapt to different audiences as required
Willingness to learn new technologies, hardware, software, and concepts related to this role
Experience with research and testing concepts to aid in troubleshooting unknown issues
Ability to capture troubleshooting activities with accurate details within ticketing system
Ability to function without micromanagement but willing to raise a flag / ask questions when something appears out of the ordinary
Growth mindset, wants to mature with the organization
Passion and self-motivation to operate in a highly independent manner
Outstanding interpersonal and customer service skills
Experience with Microsoft 365, Unifi, SonicWALL, and Fortinet a plus