Hotel Ella and South Congress Hotel are seeking an end-user and customer-facing support liaison. This skilled information technology candidate will join our growing organization and support external and internal customers at our two Austin hotels. This position will be deployed to support network databases and systems, update system hardware and software, troubleshoot system errors, and assist team members in supporting all data security and optimization.
The IT Technician will be responsible for daily requests from on-site property staff for daily concerns ranging from general connectivity of devices, light maintenance, general support of staff in their daily needs of operations along with relaying larger issues and needs up to level 2 technicians and beyond. This technician will report directly to the Director of Hotels with guidance and regulations regarding IT coming from the New Waterloo Director of IT. The tech will be expected to stay within the scope of support guidelines laid out by New Waterloo IT protocols while ensuring the hotel management and staff are supported on a day-to-day basis.
A successful IT Technician must have a thorough knowledge of computer software, hardware, and a variety of internet applications, networks and operating systems. The ideal candidate will also have great troubleshooting abilities and attention to detail. The perpetual goal is to maintain updated and efficient computer systems and networks to optimize the role of technology on business sustainability.
Based upon fluctuating demands of the varying projects, it may be necessary to perform a multitude of different functions not specifically related to this position. This person may be expected to perform other tasks and duties as needed or as directed. Furthermore, employee responsibilities and job descriptions are subject to review and revision.
EDUCATION & EXPERIENCE
Technical training and or certification a plus, but not required.
2-3 years related experience in a deadline-based technical role, preferably in or related to the hospitality or retail industries.
Experience executing commercial audio/video, computer, and telephony installation, and maintenance projects.
Must show competency in MacOS & Windows OS. Linux OS competency is preferable.
Competency in knowledge of general Wi-Fi, Ethernet and Coax connectivity and best use practices.
Make and maintain cables and other equipment, including but not limited to: WAPs, Switches, DVR/NVRs, Fans, Patch panels, keystones.
Ability to work with multiple teams at once and ensure guest experience is maintained above all else.
Willingness to work on-site when needed.
Qualifications
COMPETENCIES
Customer service focus for internal and external guests
Solutions-oriented positive attitude and confidence to make fast-paced decisions
Strong written and verbal communication skills and ability to document tested solutions
Ability to quickly learn customer facing and backend applications
Confidence to offer alternative and creative technical solutions to increase guest satisfaction
Show competency in Unifi systems, Aruba, MySQL, Browsers (Chrome required), MDM functions.
Show competency in POE, POE+, 24v passive, 48v power systems.
Ability to show understanding of DEP/MDM compliance requirements and expectations.
CERTIFICATES/LICENSES
Certificates, licenses, and/or identification cards as required by the U.S. Department of Justice to verify employment eligibility.
SECURITY/CONFIDENTIALITY
Maintain an increased awareness of IT security issues as a priority for current operations. Ensure confidentiality as needed in daily operations, project pursuits, or developments.
WORKING CONDITIONS/ENVIRONMENT
The noise level in the work environment is usually moderate.
The person having this responsibility may have to lift up to twenty-five (25) pounds on a daily basis; anything over fifty (50) pounds is considered a two (2) person lift.
The person having this position may have to sit for six (6) hours, stand and/or walk, push, kneel, bend, balance, squat, reach and stretch for two (2) hours per day.
The work environment characteristics described herein are representative of those an employee typically encounters while performing the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Must have reliable transportation as travel between the hotels and New Waterloo headquarters is required.
South Congress Hotel is a boutique hotel located in the heart of South Congress Avenue. Locally developed, owned and operated, South Congress Hotel features 83 rooms & suites, three restaurants, pool & lobby bars, coffee & juice bar, specialty retail shops, and a versatile indoor/outdoor event space. South Congress Hotel was designed to be a vibrant hub of activity within the community, making it a destination for travelers and Austinites alike. We’re looking for warm, genuine and thoughtful individuals with the skills to provide our guests with top-tier hospitality and an unforgettable, authentic Austin experience.
Located near the heart of downtown Austin and walking distance to the University of Texas campus, Hotel Ella is a stylish boutique hotel housed in the historic Goodall Wooten House, one of Austin’s original landmark estates. Constructed in 1900, the Greek Revival-style mansion underwent an extensive renovation in 2013, and now offers the perfect balance between modernity and a rich history rooted in the fabric of the neighborhood and the university. With 47 guest rooms, a cabana-lined pool, and a wrap-around veranda overlooking our front lawn, Hotel Ella features beautifully designed outdoor and indoor spaces perfectly suited for our guests’ vacation, wedding, corporate event, and more.
New Waterloo is an Austin-based hospitality and development company. We design, build, and operate spaces that become part of the fabric of our community. Our brands include: La Condesa, Sway, Hotel Ella, South Congress Hotel, Café No Sé, Central Standard, Mañana, OTOKO, Le Politique, La Matta, Sway Domain, Il Brutto, Sway Westlake, and Butler Park Pitch & Putt.
New Waterloo’s South Congress Hotel and Hotel Ella offer all our employees competitive pay, paid time off and generous benefits. New Waterloo is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
For consideration, please submit a resume and cover letter.
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