Job Description
Ipanema Solutions is hiring for a Service Desk Engineer II.
SUMMARY:
The Service Desk Engineer II resolves service queries from hotel staff or vendor partners and assist’s with remote installation of hotel technology. A Service Desk Engineer II should expect to be on-call after hours for at least one week per month assisting in an average of 1 after-hours call per day. This role reports to the Service Desk Manager.
KEY RESULT AREA #1 – RESOLVING HOTEL STAFF TECHNICAL SUPPORT REQUESTS IN A TIMELY AND ACCURATE MANNER ENSURING A HIGH LEVEL OF CLIENT SATISFACTION
o Documenting and prioritizing technical support requests from clients received via email and phone
o Work with the client to address their specific need
o Coordinate support from 3rd party providers of technology for operations applications, network, guest experience, and building automation technologies
o Documenting resolution in a knowledgebase for future support requests
KEY RESULT AREA #2 – USER CREATIONS, PASSWORD RESETS AND USER DELETIONS IN TECHNOLOGY SYSTEMS
Responding to requests for user creations and deletions from authorized hotel management
Resetting user access to systems where credentials have expired
Completing monthly Active Directory PC & user audits
Completing monthly Microsoft 365 email account audits
KEY RESULT AREA #3 – REMOTE INSTALLATIONS
Assisting hotel staff with installing technology via remote access tools
Updating operating systems, applications and drivers to support current business requirements
TECHNICAL REQUIREMENTS
Ipanema is an Equal Opportunity Employer
Company Description
Property technology solution provider