Managed Service Provider (T2)

• Provide Tier 2 technical support for hotel and corporate staff 
• Troubleshoot and resolve complex IT issues escalated from Tier 1 
• Escalate unresolved issues to Tier 3 or appropriate internal teams when required 
• Respond to and manage technical support tickets using the designated ticketing system 
• Liaise with hotel technology vendors to troubleshoot integrated systems 
• Collaborate with infrastructure and network teams on server-related or systemic challenges 
• Create and maintain internal knowledge base documentation to support Tier 1 agents 
• Accurately document all support interactions, resolutions, and escalation notes
• Make sure that all Sev1 tickets are worked on
• Make sure that all new tickets are assigned/grabbed
• Will also monitor the team’s attendance
• Will still take calls since only Tier2 agents will be working on this shift

Requirements

• Education & Experience: 

• 2+ years of experience in a technical support or service desk role 
• Experience supporting hospitality or hotel technology strongly preferred 

• Technical Skills: 

• Operating Systems: Windows 11 
• Networking: TCP/IP, routing, switching fundamentals 
• Applications: Microsoft Office Suite, web browsers, and hospitality-specific platforms 
• Microsoft Technologies: Active Directory, Group Policy 
• Hardware support: desktops, laptops, smartphones, printers 

• Professional Skills: 

• Strong analytical and problem-solving skills 
• Excellent written and verbal communication 
• Demonstrated customer service focus 
• Ability to work independently and as part of a cross-functional team 
• Willingness to work flexible hours as part of a 24/7 support environment