- The IT Assistant/IT Personnel is responsible for providing day-to-day technical support to staff and ensuring the smooth operation, maintenance, and availability of the hotel's IT systems, equipment, network, internet services, CCTV, telecommunication systems, and other technology infrastructure.
- The role supports the IT Manager in maintaining reliable and secure technology services across all departments of the hotel.
Responsibilities
IT Support:
- Provide first-level technical support to staff across all departments.
- Diagnose and resolve basic hardware, software, network, printer, and connectivity problems.
- Install, configure, update, and maintain computers, laptops, printers, scanners, and other IT equipment.
- Assist staff with software applications, email, passwords, user accounts, and other IT-related issues.
- Escalate complex technical issues to the IT Manager or external service providers when necessary.
- Maintain a record of reported IT faults and ensure timely resolution.
Network and Internet Support:
- Monitor the hotel's internet connectivity and local area network.
- Assist with troubleshooting Wi-Fi, routers, switches, access points, and other network equipment.
- Ensure that staff and guest internet services remain functional.
- Report recurring connectivity problems to the IT Manager.
- Assist in maintaining proper network cabling and equipment identification.
Hotel Technology Systems:
- Provide technical support for the hotel's Property Management System (PMS), Point-of-Sale (POS) systems, accounting systems, and other operational software.
- Assist with the maintenance and troubleshooting of hotel room TVs, telephone systems, access-control systems, biometric systems, and other technology equipment.
- Monitor and report faults affecting guest-room technology.
- Assist in ensuring that technology systems required for Front Office, Food & Beverage, Finance, Sales, Housekeeping, and other departments remain operational.
CCTV and Security Systems:
- Assist in monitoring and maintaining the hotel's CCTV system.
- Report defective cameras, recording equipment, monitors, or storage systems immediately.
- Ensure that CCTV equipment remains operational and properly connected.
- Maintain confidentiality of CCTV recordings and security-related information.
- Do not access, copy, transfer, or disclose CCTV footage without proper authorization.
- Conduct routine checks on IT equipment and systems.
- Assist with preventive maintenance of computers, printers, network equipment, TVs, CCTV systems, and other technology assets.
- Keep IT equipment clean, properly connected, labelled, and safely stored.
- Identify equipment requiring repair or replacement and report same to the IT Manager.
IT Inventory and Asset Management:
- Maintain an updated inventory of all IT equipment and accessories.
- Record equipment issued to staff and ensure proper documentation.
- Assist with periodic physical verification of IT assets.
- Report missing, damaged, or defective equipment immediately.
- Ensure that obsolete or damaged IT equipment is not disposed of without proper approval.
Data Security and Confidentiality:
- Support the implementation of the hotel's IT security procedures.
- Assist with antivirus updates, system updates, backups, and password security.
- Protect confidential company, guest, employee, financial, and operational information.
- Never disclose passwords or confidential information to unauthorized persons.
- Report suspected cyberattacks, unauthorized access, malware, data loss, or security breaches immediately.
- Assist with creating, modifying, and disabling staff user accounts as authorized.
- Assist with password resets and access permissions.
- Ensure that employees who leave the organization have their IT access withdrawn promptly upon instruction from HR/Management.
- Maintain appropriate records of user access and assigned equipment.
Technical Documentation and Reporting:
- Maintain an IT incident/help-desk log.
- Document repairs, maintenance, replacements, and recurring faults.
- Prepare daily/weekly reports as required by the IT Manager.
- Maintain records of IT vendors, warranties, repairs, and service agreements.
- Assist in preparing recommendations for replacement or upgrade of IT equipment.
Vendor and Service Provider Support:
- Assist the IT Manager in coordinating with internet service providers, software vendors, CCTV technicians, equipment suppliers, and other external service providers.
- Follow up on outstanding repairs and service requests.
- Verify that completed technical work meets the hotel's requirements before closure.
Operational:
The IT Assistant/Personnel shall:
- Respond promptly to IT-related complaints from hotel departments.
- Give priority to IT faults that directly affect guest experience, revenue generation, security, or hotel operations.
- Maintain professional conduct when dealing with staff, guests, vendors, and management.
- Ensure that all IT equipment is handled carefully and responsibly.
- Avoid unauthorized installation of software or applications.
- Ensure that no hotel IT equipment is removed from the premises without proper authorization.
- Participate in IT emergency response and system recovery when required.
Key Performance indicator (KPIs)
Performance will be measured using the following indicators:
- IT Incident Resolution Rate
- Average Response Time to IT Complaints
- System/Network Uptime
- Number of Recurring IT Faults
- Preventive Maintenance Compliance
- IT Asset Accuracy and Accountability
- CCTV/System Availability
- User Satisfaction with IT Support
- Data Security and Compliance
- Timeliness of IT Reports and Documentation
- Reduction in Unresolved IT Complaints
- Compliance with Hotel IT Policies and SOPs
- OND, HND, B.Sc., or equivalent qualification in Computer Science, Information Technology, Computer Engineering, or a related field.
- Relevant professional IT certifications will be an advantage.
- 1 - 2 years' relevant IT support experience, preferably in a hotel or hospitality environment.
- Good knowledge of computer hardware and software.
- Basic network troubleshooting skills.
- Knowledge of Windows operating systems and common business applications.
- Basic understanding of CCTV and access-control systems.
- Basic knowledge of LAN, Wi-Fi, routers, switches, and network cabling.
- Good troubleshooting and problem-solving ability.
- Good communication and interpersonal skills.
- Ability to work under pressure.
- Good organizational and documentation skills.
- Strong attention to detail.
- Ability to work independently and as part of a team.
- High level of confidentiality and integrity.
Personal Attributes
The successful candidate must demonstrate:
- Professionalism
- Reliability and punctuality
- Integrity
- Patience
- Customer-service orientation
- Willingness to learn
- Initiative and resourcefulness
- Respect for confidentiality
- Ability to work flexible hours when required
- Good teamwork and collaboration
Working Conditions
The position may require:
- Working beyond normal hours during system failures or emergencies.
- Weekend and public holiday duties where operationally required.
- Responding to urgent technical issues affecting guests or hotel operations.
- Moving and handling IT equipment when necessary, in accordance with safe working practices.