IT Technician (Hot Spot)
Full time @Marriott International, Inc. in Hospitality Shortlist Email JobJob Detail
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Job ID 3420
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Career Level Others
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Experience 2 Years
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Qualifications Degree Bachelor
Job Description
Posting Date Nov 24, 2020
Job Number 20068933
Job Category Information Technology
Location Marriott International HQ, 10400 Fernwood Road, Bethesda, Maryland, United States VIEW ON MAP
Brand Corporate
Schedule Full-time
Relocation? No
Position Type ManagementStart Your Journey With Us
Job Number 20068933
Job Category Information Technology
Location Marriott International HQ, 10400 Fernwood Road, Bethesda, Maryland, United States VIEW ON MAP
Brand Corporate
Schedule Full-time
Relocation? No
Position Type ManagementStart Your Journey With Us
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
Responsible for all aspects of technical assistance and exemplary customer interaction support for the Marriott walk up service branded, The HotSpot. Work as a member of the iT HotSpot team and functions as a technical expert in the laptop and mobile technology areas. Resolve and make decisions on moderate to complex service requests with limited to moderate risk. Ensure high quality and polished customer service with a retail mindset.
CANDIDATE PROFILE
Education and Experience Required:
- Minimum of 1 years of relevant experience working in a walk up center environment
- Minimum 2 years of desk side experience in a professional environment
- Minimum 2 years of hands on experience with installing, configuring and troubleshooting Office 365, IE, Skype of Business, printer troubleshooting. Experience with iOS operating system and Apple technologies
- Bachelor’s Degree, or the equivalent combination of education, technical training, or work/military experience
Preferred:
- Excellent communication skills and problem solving ability
- Demonstrated ability to work independently and with others
- Proven ability to effectively prioritize and execute tasks in a high-pressure environment
- Excellent customer service and interpersonal skills
- Previous experience in the walk up technology centers (Apple Genius Bar)
- Technology related professional certifications
- Familiarity with workgroup and domain environments, and general networking troubleshooting
- Experience in IT customer service environment using Service Now ITSM
- Strong Apple and WinTel technical capabilities
- Working knowledge of server architecture and administration.
- Networking devices and other infrastructure components (to include Wireless technologies).
CORE WORK ACTIVITIES
- Plans, coordinates, and provides on-site technical support and problem resolution to include but not limited to: Windows, Office, Outlook, Apple Mac, iPhone and iPad, meeting management, event support
- Execute duties as part of the Mobile HotSpot team
- Delivers training and awareness seminars for existing Marriott technologies and potential new technologies
- Support technology showcase events at the iT HotSpot
- Provides content for iT HotSpot Tips and Tricks
- Responsible for adhering to established quality control and security protocols
- Builds, leverages, and maintains effective alliances across technical and business community.
- Interacts with customers to achieve efficient, effective results
- Multi-tasks and prioritizes in accordance with business priorities and executive availability requirements
- Records and responds to user queries using the incident management system (SNOW)
- Maintains ownership of customer problems until a mutually satisfactory resolution is obtained
- Escalates technical issues appropriately to other team members or other teams
- Identifies and highlights persistent problems
- Escalates issues to senior members of the team or Executive/HotSpot Support Management
- Works under the direction of senior members of the iT HotSpot Support team
- Participation in team meetings when required
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.