IT & Maintenance Support Administrator

Job Description

• Providing technical IT support alongside the IT Manager and administrative support to the Chief Engineer, to ensure the efficient running of both departments.
• Acting as the first point of contact for IT faults across all departments, diagnosing and resolving desktop, laptop, printer, mobile device and peripheral issues, spanning both software and hardware.
• Monitoring and managing IT ticket requests to ensure they are actioned in a timely manner.
• Creating and administering user accounts, passwords and access privileges within IT systems as necessary.
• Carrying out basic network support and troubleshooting, including switches, wireless access points, structured cabling, guest and back-of-house Wi-Fi and connectivity faults, escalating to the IT Manager or third-party providers where required.
• Building, configuring and deploying PCs, laptops, tills and other end-user devices, and maintaining operating system and security patching in line with brand standards.
• Providing day-to-day support for core hotel systems (for example PMS, POS, telephony and guest Wi-Fi), liasing with system vendors on technical faults.
• Maintaining continuity of IT service during the IT Manager’s absence, handling routine technical issues independently and escalating anything beyond scope.
• Maintaining an inventory of all equipment, software, and software licenses.
• Monitoring all requests for maintenance work giving priority to emergencies, health and safety and guest/member affected work.
• Liasing with suppliers and contactors to gain quotes for scheduled and ad-hoc tasks.
• Producing and maintaining administrative processes to ensure the efficient running of the department.
• Compiling and updating Standard Operating Procedures.
• Assisting in the Planning and organizing maintenance work daily/weekly/monthly, whilst incorporating planned preventative maintenance. Ensuring the execution and achievement of the hotel's preventive maintenance program.
• Producing and updating Risk Assessments as required.

Qualifications

• Technically capable, with a working knowledge of network fundamentals (LAN/WAN, switches, wireless access points, structured cabling, TCP/IP, DHCP and DNS) and the ability to carry out basis network troubleshooting.
• Demonstrate experience of PC and desktop troubleshooting in a Windows environment, including hardware faults, operating system issues, printers, peripherals and mobile devices.
• Working knowledge of user account administration (for example Microsoft 365 and Active Directory), password and access management.
• Ability to use, support and advise others on the use of in house IT systems, ideally including hospitality systems such as PMS and POS.
• Able to work independently, prioritise technical faults by business impact and know when to escalate.
• Previous experience of Contract Management and Procurement.
• Knowledge of BMS Trend System.
• Excellent communication and customer service abilities, with proficiency in written and spoken English.
• Highly organised and self-motivated, with the ability to manage multiple priorities and maintain strong attention to detail.
• Results-oriented with a commitment to operational excellence, safety, and service quality.
• Demonstrates professionalism, integrity, and a collaborative approach.
• Ability to perform effectively in a fast-paced environment while remaining calm and focused.
• Proactive, solution-focused, and able to motivate and inspire others.
• Maintains a professional appearance and demeanor consistent with brand standards.

Additional Information

What is in it for you?

• Exclusive Discounts:
  • Fairmont Cheshire, The Mere, Spa and Golf discount
  • Fairmont, Raffles, and Accor Hotels (friends and family rates are included)
• Colleague restaurant
• Being part of The Mere Team – our culture is unique!
• You will benefit from training and development opportunities
• Competitive salary and benefits including pension
• 28 days of holiday including public holidays
• 1-5 days service award based on length of service
• Special rates for Fairmont Cheshire, The Mere colleagues and their friends & family and discount across Accor hotels worldwide
• And last but not least you will get to work with a team of EXTRAORDINARY people