IT Support Specialist (6 Month Contract) - Chelsea - Toronto

As Canada's largest hotel with 1,590 guest rooms, and the friendliest Hotel in Toronto, the Chelsea Hotel, Toronto, is centrally located and just steps from the city's best shopping districts, world-class theatres, vibrant nightlife, and exciting attractions. A full-service urban resort, the Chelsea Hotel has room types to suit everyone, and the hotel offers different dining options, separate adult and family recreation areas and pools – including the "Corkscrew" - downtown Toronto's only indoor waterslide. As a premier family destination, the hotel offers a full range of services including the Family Fun Zone, Kid Centre and Club 33 Teen Lounge. The Chelsea Hotel, Toronto is an independent property as part of the Langham Hospitality Group’s international portfolio of hotels and resorts. The Chelsea is proud to be honoured with the Accessible Tourism Award with the Travel Industry Association of Ontario and the Humanitarian Award with the Hotel Association of Canada.

Purpose

The IT Support Specialist provides technical support for the hotel’s systems on a 24/7 basis. Provides WIFI technical support for in-room guests and meeting room clients. Assists Systems Manager and Director of IT other projects as required.

• Provides excellent software and hardware support.


• Diagnoses and resolves problems using documented procedures and checklists.


• Assists in the resolution of application, hardware and software problems.


• Configures, installs, maintains, and troubleshoots desktop systems and communications components.


• Maintains system access (adds, changes, deletes) for all colleagues.


• Answers telephone calls and resolves difficulties for all users and Guest Service areas.


• Installs, modifies, cleans, and repairs computer hardware and software.


• Performs all system procedures and maintenance to facilitate continued and efficient use of system resources.


• Investigates and diagnoses issues, resolves tickets and ensures fixes are implemented, ensuring minimal downtime of affected systems.


• Works with all operational departments to setup and maintain clean relevant databases for management purposes.


• Creates, updates and maintains good technical documentation.  Enhances current processes through process improvement and implementation of new technologies and innovative thinking.


• Maintains an inventory of all hardware and software resources.


• Ensures timely function disposals to E-waste ensuring sensitive data has been deleted and handled appropriately.


• Possesses full knowledge of all IT services and facilities offered by the Hotel.


• Consults with users to determine hardware, software, or system functional specifications. 


• Maintains a good rapport and working relationship with all stake holders.


• Identifies and reports problems, suggestions, repeat issues, etc., in order to improve the overall operations of the IT department. 


• Maintains and improves expertise in software applications (including enhancements and new products), directing their use based on business requirements. 


• Ensures all local procedures and reporting comply with all LHG policies and procedures and assist internal and external audit personnel in validating compliance.

Academic and Working Qualifications

Working Experience

•            Previous experience providing IT support

•            Preferably experience within a hotel environment, working on proprietary hotel systems (Micros, Opera, Kronos, Insync)

Knowledge 

•            Technical knowledge background and abilities including experience with Microsoft, and hotel/hospitality applications an asset.

Education 

•            Degree preferred or equivalent work experience in IT/Systems.

•            Certifications in various relevant systems.

Soft Skills

•             Strong interpersonal skills, including the ability to listen effectively and the ability to present oneself in a calm professional manner under pressure of time and schedule

•            Ability and motivation to learn new technologies quickly with minimal support and guidance.

Language

•            Ability to communicate effectively (written & verbal) in English

Physical Requirements

•            Ability to sit or stand for prolonged periods of time

•            Ability to bend and access equipment that may be below desk level

•            Ability to lift up to 50lbs

•            Ability to work varied shifts and be on-call for system support 24/7