About Company
Hyatt Ziva Rose Hall is a luxury all-inclusive resort nestled along the pristine shores of Montego Bay, Jamaica. As part of the prestigious Hyatt Hotels Corporation, we are renowned for delivering an exceptional guest experience through unparalleled service, exquisite dining, and world-class amenities. Our commitment extends beyond our guests to our valued colleagues, fostering a dynamic and supportive work environment where innovation, teamwork, and professional growth are celebrated. We believe that by investing in our people, we cultivate a culture of excellence that shines through in every aspect of our operation, from our stunning beachfront property to the seamless technology that supports our daily functions. Join a team where your passion for service and technology can thrive amidst the vibrant spirit of Jamaica, contributing to a truly memorable experience for both our guests and our dedicated staff.
Job Description
Are you a tech-savvy problem-solver with a passion for hospitality and a knack for providing exceptional support? Hyatt Ziva Rose Hall is seeking a dedicated and proactive IT Support Officer to join our dynamic Information Technology team. In this pivotal on-site role, you will be the first point of contact for all technical inquiries and issues across our luxurious resort, ensuring the smooth operation of our critical IT infrastructure that underpins every guest and colleague experience.
Your days will be diverse, ranging from troubleshooting hardware and software issues for our front-of-house systems, back-office operations, and guest-facing technologies, to assisting with network connectivity, printer malfunctions, and email configurations. You will play a crucial role in maintaining our high standards of service by minimizing downtime and maximizing the efficiency of our technological assets. This isn’t just about fixing computers; it’s about enabling a seamless guest journey and empowering our colleagues with the tools they need to deliver world-class service. You’ll work closely with various departments, providing patient, clear, and effective solutions, documenting processes, and contributing to the overall enhancement of our IT environment. If you thrive in a fast-paced, luxury environment and are committed to technological excellence and outstanding customer service, we invite you to become a vital part of our resort’s success story. We are looking for someone who is eager to learn, adapt, and grow within a global hospitality brand, ensuring that our resort continues to operate at the pinnacle of efficiency and guest satisfaction. This role requires a strong understanding of IT fundamentals combined with excellent interpersonal skills, making you an invaluable asset to our team and the overall resort experience.
Key Responsibilities
- Provide first-level technical support for hardware, software, network, and system-related issues for all resort colleagues and, where applicable, guests.
- Troubleshoot and resolve common IT problems, including desktop support, printer configurations, user account management, and basic network connectivity issues.
- Install, configure, and maintain computer hardware, operating systems, and applications.
- Document all support requests, resolutions, and procedures in our helpdesk ticketing system.
- Assist with the setup and support of audio/visual equipment for meetings and events.
- Escalate complex technical issues to senior IT staff or external vendors as necessary.
- Conduct regular preventative maintenance on IT equipment to ensure optimal performance.
- Provide training and guidance to users on basic software and hardware usage.
- Ensure compliance with company IT policies, security protocols, and data protection regulations.
- Participate in IT projects, upgrades, and system migrations as directed by the IT Manager.
Required Skills
- Proven experience in IT helpdesk or technical support role (minimum 1 year)
- Strong knowledge of Windows operating systems (Windows 10/11) and Microsoft Office Suite.
- Familiarity with network fundamentals (TCP/IP, Wi-Fi, LAN/WAN concepts).
- Basic understanding of hardware components, troubleshooting, and replacement.
- Excellent problem-solving and analytical skills.
- Outstanding verbal and written communication skills in English.
- Strong customer service orientation with the ability to explain technical concepts to non-technical users.
- Ability to work independently and as part of a team in a fast-paced environment.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- CompTIA A+, Network+, or similar IT certifications.
- Experience with hotel management systems (e.g., Opera PMS, Micros POS).
- Knowledge of ITIL best practices.
- Experience with Active Directory and user management.
- Ability to speak Spanish is a plus.
Perks & Benefits
- Competitive salary and service charge opportunities.
- Comprehensive health and wellness benefits.
- Employee recognition programs.
- Opportunities for professional development and career growth within Hyatt Hotels Corporation.
- Complimentary meals during shifts.
- Discounted hotel stays for employees and their families at Hyatt properties worldwide.
- Vibrant and supportive work environment in a beautiful resort setting.
How to Apply
Eager to join a world-class team? We invite you to apply directly through our official careers portal. Click on the link below, then navigate to the ‘Search Jobs’ section and look for roles in ‘Jamaica’ or ‘Montego Bay’ to find this exciting opportunity or similar positions. We look forward to reviewing your application!