I.t Assistant / Personnel At Jagz Hotel Ibadan
full-time
Job Purpose
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.
Preventive Maintenance:
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.
User Administration:
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
Qualifications
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.
Required Compentencies:
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.