The Technology Support Specialist reports directly to the Vice President of Technology and is responsible for the execution of support responsibilities for the company in accordance with the policies and practices of Auberge Resorts Collection.  Responsibilities will include functions such as supporting software applications and hardware for ARC corporate employees, with additional support for certain property-level employees.

CORE COMPETENCIES
  1. Highly professional
  2. Highest standards of honesty, integrity, and discretion
  3. Warm and approachable
  4. Technically savvy with highly developed analytical skills
  5. Strategic and critical thinker
  6. Focused
  7. Collaborative
  8. Problem solver
  9. Highly organized and able to prioritize
  10. Strong, articulate communicator
  11. Adaptable
  12. Willing and able to continue learning

ESSENTIAL FUNCTIONS 
  1. Provides support, maintaining the computer, telephony equipment, and mobile devices
  2. Manages patch management and virus scanning
  3. Performs GSuite administration
  4. Provides technical assistance and training (technically) to users
  5. Acting liaison for escalations on critical issues for various internal technology partners
  6. Responds to problems/service requests in a timely fashion
  7. Documents processes, procedures, instructions, and training materials for users
  8. Develops and maintains hardware and software inventory
  9. Assists in ensuring adherence to PC related policies, procedures and standards
  10. Creates and distributes weekly and monthly stats and metrics
  11. Orders and stages equipment for new employees
  12. Available to travel, as required

QUALIFICATIONS
Required
  1. Ability to demonstrate our values in an on-going and consistent way
  2. Experience providing exceptional service face-to-face or over the phone
  3. Excellent verbal and written communication skills
  4. The ability to find creative solutions to technical issues
  5. Experience with user administration on Office 365 or GSuite (Google)
  6. Experience supporting Microsoft Windows and Mac OS
  7. Experience supporting VOIP phones, mobile phones, printers, and other common office tools
  8. Ability to create self-help documentation
  9. A basic understanding of networking

Desirable
  1. Bachelors degree or equivalent experience preferred
  2. A minimum of 1 year of related technical support experience required, ideally in a 60+ user environment
  3. Experience with Connectwise Automate, Trustwave Trustkeeper, gPanel Administration, Ubiquiti UniFi or pfSense a plus

SKILLS
Required
  1. Ability to communicate in English both orally and in writing.
  2. Ability to write reports, articles, and business correspondence.
  3. Ability to multi-task
  4. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

TRAVEL REQUIREMENTS
  1.  Limited travel expected; no more than 10%.

PHYSICAL DEMANDS
  1. Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing.   Have frequent need to perform standing and walking activities related to inspecting the property.
  2. The constant need to perform the following physical activities: grasping, turning, finger dexterity.
  3. Occasional need to stand for long periods of time.      
  4. Lifting/carrying up to 10 lbs. frequently and 25 lbs. occasionally.
  5. Vision requirements: the constant need to view small print.  Frequent need to see small details and things clearly beyond arms’ reach.
  6. Hearing requirements: the constant need to speak on the telephone and/or two-way radio, respond to the general public and converse with staff. Ability to hear fire alarms and emergency equipment.
 
 
NOTE: A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties.  All duties and requirements are essential job functions.
 
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor.
 
This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.




 

Department: Administrative
This is a home office positions position

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