Managed Service Provider (T2)

2-4 Years

Save

Early Applicant

Job Description

Provide Tier 2 technical support for hotel and corporate staff
Troubleshoot and resolve complex IT issues escalated from Tier 1
Escalate unresolved issues to Tier 3 or appropriate internal teams when required
Respond to and manage technical support tickets using the designated ticketing system
Liaise with hotel technology vendors to troubleshoot integrated systems
Collaborate with infrastructure and network teams on server-related or systemic challenges
Create and maintain internal knowledge base documentation to support Tier 1 agents
Accurately document all support interactions, resolutions, and escalation notes
Make sure that all Sev1 tickets are worked on
Make sure that all new tickets are assigned/grabbed
Will also monitor the team's attendance
Will still take calls since only Tier2 agents will be working on this shift

Requirements

Operating Systems: Windows 11
Networking: TCP/IP, routing, switching fundamentals
Applications: Microsoft Office Suite, web browsers, and hospitality-specific platforms
Microsoft Technologies: Active Directory, Group Policy
Hardware support: desktops, laptops, smartphones, printers