IT Butler
Business Unit:
Hospitality & Entertainment
Division:
Hotel
I. BASIC PURPOSE / JOB BRIEF:
This position will be responsible for in-room guest support related to IT systems particularly IPTV and telephony. The IT Butler is expected to maintain, analyze, troubleshoot and repair the hardware and physical infrastructure attributed to the various IT systems. This is an excellent opportunity for the right individual to join an established organization that has experienced significant growth recently.
II. MAJOR RESPONSIBILITIES AND DUTIES:
- The IT Butler Technician must ensure that the hotel guest complaint related to IT systems is resolved in a span of 15 minutes. For issues that involve backend systems, the technician is expected to escalate the matter to ELV Team within 30 mins from the time the guest raised the complaint.
- Reports to the Director of Front Office Operations for daily task, assignment and management of schedule
- Provide in-person technical support to hotel guests. Technician is then expected to be professional in dealing with guests
- Constant monitoring of system dashboards to identify faults in advance and must take initiative to plan for a proactive resolution
- Provides all tools, equipment needed for guest request or complaint regarding internet/wifi connection and laptop/tablet connection
- Cooperate with ELV engineers to perform and execute preventive maintenance tasks
- Monitor and maintain sufficiency of attic stocks to prevent potential loss of business due to lack of spares
- Oversee other internal Hotel Ops systems from time to time
III. JOB SPECIFICATIONS:
Educational Requirement:
- Degree in IT/Computer Science/Engineering course is a plus
- ITIL certification is an advantage
Experience Requirement:
- 2+ years of ELV-related experience or 1+ year of IT Deskside/Helpdesk experience Hotel and Shared Services experience is required
Skills and Attributes:
- Familiarity to IPTV and telephony system is a must
- Excellent ability to troubleshoot, test, repair and service technical equipment
- Proven field service experience especially in structured cabling system particularly copper i/o connector termination and fiber cable fusion
- Ability to use computer and rapidly input data and retrieve records and information
- Familiarity with mobile tools and applications.
Other Qualifications:
- Good command of written and spoken English and ability to prepare reports
- Ability to organize work load and to manage a filing methods and management techniques
- Ability to work flexible shifts and to adapt to changing work schedules
- IT Butler Technician should be self-motivated individual with strong communication skills and a knack for problem solving.
IT Butler
Business Unit:
Hospitality & Entertainment
Division:
Hotel
Description:
I. BASIC PURPOSE / JOB BRIEF:
This position will be responsible for in-room guest support related to IT systems particularly IPTV and telephony. The IT Butler is expected to maintain, analyze, troubleshoot and repair the hardware and physical infrastructure attributed to the various IT systems. This is an excellent opportunity for the right individual to join an established organization that has experienced significant growth recently.
II. MAJOR RESPONSIBILITIES AND DUTIES:
- The IT Butler Technician must ensure that the hotel guest complaint related to IT systems is resolved in a span of 15 minutes. For issues that involve backend systems, the technician is expected to escalate the matter to ELV Team within 30 mins from the time the guest raised the complaint.
- Reports to the Director of Front Office Operations for daily task, assignment and management of schedule
- Provide in-person technical support to hotel guests. Technician is then expected to be professional in dealing with guests
- Constant monitoring of system dashboards to identify faults in advance and must take initiative to plan for a proactive resolution
- Provides all tools, equipment needed for guest request or complaint regarding internet/wifi connection and laptop/tablet connection
- Cooperate with ELV engineers to perform and execute preventive maintenance tasks
- Monitor and maintain sufficiency of attic stocks to prevent potential loss of business due to lack of spares
- Oversee other internal Hotel Ops systems from time to time
III. JOB SPECIFICATIONS:
Educational Requirement:
- Degree in IT/Computer Science/Engineering course is a plus
- ITIL certification is an advantage
Experience Requirement:
- 2+ years of ELV-related experience or 1+ year of IT Deskside/Helpdesk experience Hotel and Shared Services experience is required
Skills and Attributes:
- Familiarity to IPTV and telephony system is a must
- Excellent ability to troubleshoot, test, repair and service technical equipment
- Proven field service experience especially in structured cabling system particularly copper i/o connector termination and fiber cable fusion
- Ability to use computer and rapidly input data and retrieve records and information
- Familiarity with mobile tools and applications.
Other Qualifications:
- Good command of written and spoken English and ability to prepare reports
- Ability to organize work load and to manage a filing methods and management techniques
- Ability to work flexible shifts and to adapt to changing work schedules
- IT Butler Technician should be self-motivated individual with strong communication skills and a knack for problem solving.