SECTION 1 – IT Operations & User Support (70%)

• Support the installation and upgrading of operating systems (Windows) on hotel devices following departmental standards and procedures. • Assist in ensuring that software applications function correctly and efficiently across hotel devices. • Support the configuration and verification of network connectivity for computers and other devices. • Assist colleagues with Office applications, peripherals, printing, and network-related issues. • Support the management and control of IT consumables, including toners, peripherals, and replacement equipment. • Perform software and application upgrades under supervision. • Follow up on IT support tickets through the KACE ticketing system and assist in tracking resolutions. • Review daily operational IT reports and escalate issues to the IT team when necessary. • Monitor backup processes and report incidents requiring corrective action. • Support the monitoring of wireless infrastructure, including access points and identification of unauthorized devices. • Assist in monitoring antivirus status and endpoint protection systems. • Support the review of network switch status and connectivity reports. • Participate in preventive maintenance activities across hotel facilities. • Assist in the Perfect Room Program (PRP) by verifying the functionality of in-room technology. • Perform checks on TV channels, AirPlay systems, Chromecast devices, and other guest-facing technologies. • Assist in restoring and configuring guest room devices when required. • Support cable management and infrastructure organization within technical rooms and communications areas.

SECTION 2 – Systems Learning, Security & Technical Development (30%)

• Assist in reviewing failed software patches and updates under supervision. • Support vulnerability management initiatives and research solutions to reduce medium-risk vulnerabilities.• Develop knowledge of Active Directory administration, including user account creation and management. • Learn Office 365 administration processes, including license assignment, mail forwarding, and delegation management. • Gain exposure to virtualization technologies and infrastructure platforms such as Simplivity. • Shadow senior IT colleagues during hardware and server upgrade projects. • Participate in troubleshooting and problem-solving exercises related to hotel technology systems. • Maintain confidentiality and security when handling hotel systems, data, and user information. • Attend all required departmental meetings, training sessions, and development activities.