Desktop Support Engineer - (M/F/D)

ITC Infotech is looking for a Desktop Support Engineer to join our team in London, United Kingdom.

Your X-Factor

Work ethic – You are a consummate professional.

Aptitude – You have an innate capacity to transition from project to project without skipping a beat.

Communication – You have excellent written and verbal communication skills for coordination across projects and teams.

Impact – You are a critical thinker with an emphasis on creativity and innovation.

Passion – You have the drive to succeed paired with a continuous hunger to learn.

Leadership – You are trusted, empathetic, accountable, and empower others around you.

Job Summary: As an L2 IT Specialist for Hotel Support, this candidate will play a crucial role in providing advanced technical support to hotel staff and guests. Your responsibilities will involve troubleshooting complex IT issues, managing IT infrastructure, and collaborating with other IT teams to ensure efficient and reliable IT operations within the hotel environment. This role requires a strong technical background, excellent problem-solving skills, and the ability to handle more advanced IT challenges.

Responsibilities:

Advanced Technical Support:

Provide second-level technical support for complex IT issues escalated from the 1st level support team.

Troubleshoot and resolve hardware, software, network, and system-related problems.

Perform root cause analysis to identify underlying issues and implement appropriate solutions.

IT Infrastructure Management:

Manage and maintain the hotel\’s IT infrastructure, including servers, switches, routers, firewalls, and other network devices.

Monitor system performance, network connectivity, and security to ensure optimal operation.

Implement upgrades, patches, and configuration changes as required.

Advanced Software and Application Support:

Provide in-depth support for hotel-specific software applications such as property management systems, guest service applications, and event management systems.

Collaborate with software vendors to troubleshoot and resolve complex software issues.

Assist with software installations, upgrades, and configurations.

Network Management:

Configure, monitor, and troubleshoot network components, including switches, routers, wireless access points, and firewalls.

Optimize network performance and security, ensuring compliance with industry best practices.

Collaborate with network administrators to design and implement network enhancements.

Data Security and Backup:

Implement and maintain data security measures, including firewalls, antivirus software, and intrusion detection systems.

Conduct regular data backups and ensure disaster recovery plans are in place.

Stay updated with data security trends and proactively address vulnerabilities.

Documentation and Knowledge Sharing:

Create and maintain documentation of IT systems, procedures, and configurations.

Contribute to the development of knowledge base articles and training materials for the IT team and end-users.

Project Management:

Participate in IT projects, such as system upgrades, new software implementations, and infrastructure expansions.

Collaborate with IT teams, vendors, and hotel management to plan, execute, and monitor project deliverables.

Requirements:

• Previous 3-to-5-year experience in an L2 or similar technical support role, preferably within the hospitality industry.
• Strong technical expertise in troubleshooting hardware, software, network, and system-related issues.
• Proficiency in hotel-specific software applications, property management systems, and guest service systems.
• In-depth knowledge of networking principles, protocols, and technologies.
• Familiarity with server administration, virtualization, and cloud computing concepts.
• Experience in managing and maintaining IT infrastructure, including servers, switches, routers, and firewalls.
• Understanding of data security best practices and experience with implementing security measures.
• Excellent analytical and problem-solving skills, with the ability to work under pressure and meet deadlines.
• Strong communication and interpersonal skills to interact effectively with hotel staff, management, and vendors.
• Certifications such as CompTIA A+, Network+, Security+, or relevant vendor-specific certifications are advantageous.

• Bachelor\’s degree in computer science, information technology, or a related field is preferred.

Our Mission

ITC Infotech is a leading global technology services and solutions provider, led by Business and Technology Consulting. ITC Infotech provides business-friendly solutions to help clients succeed and be future-ready, by seamlessly bringing together digital expertise, strong industry specific alliances and the unique ability to leverage deep domain expertise from ITC Group businesses. We provide technology solutions and services to enterprises across industries such as Banking & Financial Services, Healthcare, Manufacturing, Consumer Goods, Travel and Hospitality, through a combination of traditional and newer business models, as a long-term sustainable partner.

ITC Infotech is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. ITC infotech is committed to providing veteran employment opportunities to our service men and women.