IT Assistant

Mandarin Oriental New York is looking for an IT Assistant to join our IT team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park.

About the job

Based at the Mandarin Oriental New York within the IT Department in New York the IT Assistant is responsible for familiarizing end users on basic software, hardware and peripheral device operation in a guest room environment. The candidate will support PC based workstations running Windows XP and Macs running OS X. Support will be provided to end users/ guest by telephone, desk side, guest room visit or remote access support. The candidate will customize desktop hardware and software to meet user specifications and site standards. responsibilities will include, but not be limited to, troubleshooting PC and Laptop hardware, XP operating system and MS Office issues; providing 1st level application support for 3rd party and proprietary applications; and troubleshooting basic network connectivity issues.

The IT Assistant will report to the Director of IT.

As IT Assistant, you are responsible for the following duties:

*Support desktops and laptops running Windows XP and Mac OS X.
*Provide support for MS Office 2003 applications.
*Provide level one support for Cisco VoIP system.
*Provide support for Treo and Blackberry Smartphones.
*Provide expert and creative solutions to user/ guest problems on laptops and desktop systems, to ensure user/guest satisfaction and productivity.
*Research, resolve, and respond to end-user/guest issues/problems/questions received via email, telephone calls, callbacks, or escalations, and provide support on desktop systems, in accordance with current standards and service levels.
*Coordinate user and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity.
*Accurately log all support activities in Call Tracking Application, acknowledge, troubleshoot, and resolve all assigned tickets; escalate and follow through when necessary.
*Configure, test, maintain, monitor and troubleshoot end user/guest telecommunications hardware/software, telephony devices, and voice/data products.
*Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
*Develop and provide technical coaching and mentoring to guests and corporate employees.
*Lead or participate in team projects as required.
*May act as product liaison for major products, working with other corporate departments and third-party developers to solve technical issues as needed.
*Contribute and communicate user/technical service policies and procedures for products supported by the Client Services.
*Handle escalations as assigned.
*Adhere to official company, IT and Client Services policies.

As IT Assistant, we expect from you:

*3 years of Windows Desktop Support experience
*2 years of Support in a hotel environment or comprisable market place
*2 years of Mobile Phone Support experience
*Excellent knowledge of software and applications, including Windows XP; Microsoft Office 2003, IE, Microsoft Exchange, Symantec Enterprise-level Anti-Virus, Anti-Spyware software, Enterprise-level Call Tracking System.
*Hands-on hardware and application troubleshooting experience.
*Thorough experience with supporting enterprise-level printers.
*Good knowledge of networking protocols and components within a corporate WAN.
*Able to read and understand technical manuals, procedural documentation, and OEM guides.
*Ability to conduct research into PC issues and products as required.
*Effective interpersonal skills and relationship-building skills.
*Excellent written and oral communication skills.
*Ability to present ideas in user-friendly language to both technical and non-technical end-users.
*Understanding of the organization's goals and objectives.
*Analytical and problem-solving abilities, with keen attention to detail.
*Self motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.

*3 years of Mac OS X support
*1 year of VoIP support
*Any previous Unix support
*Large enterprise experience is a plus

NOTE: The above is not an all-inclusive list of job duties and responsibilities. Mandarin Oriental, New York reserves the right to add, delete, change or modify the job duties and responsibilities described in this job description at its discretion with notice. 

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

Pay and Benefits:

•  Pay $35.00 to $39.00 hourly commensurate with experience
• A competitive benefits package, including health, dental and vision, 401(K), etc

It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company. Colleagues or candidates should direct requests for accommodation to the Director of People and Culture.

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