The Group

Mandarin Oriental Hotel Group (MOHG) is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world. Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place. The Group regularly receives international recognition and awards for quality management and legendary service hospitality.

The Hotel

A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park. Located in Columbus Circle’s Deutsche Bank Center, Mandarin Oriental, New York is in an idyllic location just steps away from world-class dining, shopping and entertainment, including the Broadway Theater District, Lincoln Center, Central Park, Jazz at Lincoln Center and the shops of Columbus Circle.

Scope of Position

In this role, the IT Engineer will familiarize end users on basic software, hardware and peripheral device operation in a guest room environment. The candidate will support PC based workstations running Windows operating system. Support will be provided to end users/guest by telephone, desk side, guest room visit or remote access support. The candidate will customize desktop hardware and software to meet user specifications and site standards. Responsibilities will include, but not be limited to, troubleshooting PC and Laptop hardware, operating system, and MS Office issues; providing 1st level application support for 3rd party and proprietary applications; and troubleshooting basic network connectivity issues. This is a mid level position in the IT department.

Duties and Responsibilities:

• Configure, test, maintain, monitor and troubleshoot end user/guest telecommunications hardware/software, telephony devices, and voice/data products.
• Adhere to official company, IT and Client Services policies.
• Provide expert and creative solutions to user/ guest problems on laptops and desktop systems, to ensure user/guest satisfaction and productivity.
• Support desktops and laptops.
• Provide level one support for telephone system
• Provide support for MS Office applications.
• May act as product liaison for major products, working with other corporate departments and third-party developers to solve technical issues as needed.
• Contribute and communicate user/technical service policies and procedures for products supported by the Client Services.
• Lead or participate in team projects as required.
• Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
• Research, resolve, and respond to end-user/guest issues/problems/questions received via email, telephone calls, callbacks, or escalations, and provide support on desktop systems, in accordance with current standards and service levels.
• Develop and provide technical coaching and mentoring to guests and corporate employees.
• Handle escalations as assigned.
• Accurately log all support activities in Call Tracking Application, acknowledge, troubleshoot, and resolve all assigned tickets; escalate and follow through when necessary.
• Coordinate user and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity.

Requirements:

• 3 years of Windows Desktop Support experience

• 2 years of Support in a hotel environment or comprisable market place

• Excellent knowledge of software and applications, including Windows operating system; Microsoft Office applications, Server environment, Anti-Virus.

• Hands-on hardware and application troubleshooting experience.

• Thorough experience with supporting enterprise-level printers.

• Good knowledge of networking protocols and components within a corporate WAN.

• Able to read and understand technical manuals, procedural documentation, and OEM guides.

• Ability to conduct research into PC issues and products as required.

• Effective interpersonal skills and relationship-building skills.

• Excellent written and oral communication skills.

• Ability to present ideas in user-friendly language to both technical and non-technical end-users.

• Analytical and problem-solving abilities, with keen attention to detail.

• Self motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.

• Large enterprise experience is a plus

Salary Range:

$30-$36 per hour