Technical Support Analyst

Job Description

Posting Date Feb 14, 2022
Job Number 22019516
Job Category Information Technology
Location Shanghai Operations, 9/F Tower B One ITC, Shanghai, Shanghai, China VIEW ON MAP
Brand Corporate
Schedule Full-Time
Relocation? N
Position Type Non-Management
Located Remotely? N
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?

JOB SUMMARY

Manages and is responsible for field support, escalation, issues, quality control and success of all Regional IT Desktop support

CANDIDATE PROFILE

Education and Experience

• 2 year degree from an accredited college/business/technical school (or the equivalent training/education in respective country).
• Information Technology related job experience, hospitality experience is beneficial.

Key Stakeholders

• Continent & Regional IT team
• Regional team
• Project/Property Owners and their team
• Property Management (Pre-Opening teams, Executive Committee and Guidance Team, GM, DOF & Property Systems Manager)
• Corporate IT Tier in particular Tier 2,3 support
• Key Vendors
• Area / Corporate Business Partners

CORE WORK ACTIVITIES

Managing Projects and Priorities

• Tier-1 Support on technical infrastructure implemented at the Company Managed Office and Hotels, including but not limited to: Email, Desktops, Laptops, and Servers, LAN infrastructure, OS Software, Business Application Systems, High Speed Internet and Guest Facing technologies.
• Escalate to Corporate helpdesk and/ or vendor helpdesk as needed.

Managing Key Stakeholders Expectation

• Ensuring problems logged on the support website are correctly reported, routed, escalated, tracked and resolved as soon as possible.
• Keeping the business clients informed of the statuses at appropriate intervals. Take initiative wherever possible.
• Offering technical advice to business clients on technology procurement, best practices and provide local customized documentation as needed, respond to problems and enhancement requests in a timely manner.
• Providing on the spot/ad hoc training, document procedures and organize external vendors to undertake training as applicable.

Managing Key Process/Documentation

• Updating/maintenance region-wide email distribution / Skype distribution lists.
• Conducting random checks of the MIGFS website to ensure that the technology inventory and information is current.
• Maintenance of filing system from AP iT perspective.
• Keeping the SYSAID system clean and up to date.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.