Technical Support Specialist - IT Technical Support

Introduction

Play a key role in keeping hotel technology secure, reliable and performing at its best, directly supporting hotel operations, guest experience and colleague productivity. You’ll combine hands-on technical expertise with proactive infrastructure management, cybersecurity and technology improvement, working across participating hotels in the JAPAC region. This is an exciting opportunity for a technology professional who enjoys solving problems, taking ownership and using technology to make a tangible difference to hotel operations.

Your day to day

• Provide high-quality onsite and remote technology support across participating hotels, taking ownership of technical incidents and escalations from initial investigation through to resolution.
• Manage and maintain hotel technology infrastructure, including networks, devices, cloud-connected services and critical hotel systems, ensuring technology remains reliable and supports day-to-day operations.
• Strengthen cybersecurity and operational resilience through security updates, vulnerability remediation, system protection, backup and recovery activities, addressing identified risks through to closure.
• Use monitoring, analytics and automation to identify potential issues, improve service delivery and reduce avoidable disruption, while maintaining accurate technology documentation and asset information.
• Support technology projects, system upgrades, equipment lifecycle planning and new hotel openings, working closely with hotel teams, regional technology colleagues, vendors and service partners to deliver successful outcomes.

What we need from you

• A minimum of 3 years' experience in technical support or infrastructure operations, ideally gained within hospitality or another round-the-clock operational environment.
• Hands-on experience supporting Windows, Microsoft 365, identity and endpoint management, together with strong knowledge of networks, Wi-Fi, firewalls, secure remote connectivity and internet infrastructure.
• Experience supporting hotel technology such as property management, point-of-sale, payments, revenue management, back-office and guest-facing systems.
• Strong understanding of cybersecurity, including security updates, vulnerability management, endpoint protection, incident response and secure system configuration.
• Relevant technology certifications across Microsoft, Cisco, cloud or cybersecurity, together with ITIL 4 Foundation, plus strong communication and stakeholder-management skills when working with hotel teams, technology partners and vendors.

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