IT Technicians
The IT Support is responsible for managing and executing IT operations for all programs and events, ensuring seamless technology integration and support.
1. Event Preparation:
- Assess internet bandwidth requirements and confirm with hotel IT teams.
- Review hotel RFPs for technical needs such as bandwidth, projectors, and wireless microphones.
- Prepare, test, and ship IT equipment (e.g., Wi-Fi kits, cables, adapters, and backup devices) to event locations.
- Verify functionality of all IT components before the event, including VPN and backup setups.
2. Event Setup:
- Install and configure IT systems, including hybrid (HYB) and network kits.
- Test and ensure readiness of all backup systems.
3. Event Management:
- Launch Zoom sessions and monitor internet connections for reliability.
- Test and troubleshoot projectors, microphones, and audio quality.
- Ensure recording quality and resolve technical issues promptly with hotel IT or technical teams.
4. Post-Event Management:
- Conduct inventory checks and issue reports on any technical issues encountered during the event.
5. HQ Support:
- Assist departments in maintaining and upgrading software and hardware systems.
- Propose improvements for IT processes and manage procurement of necessary IT resources.
- Analyze system data to identify areas for improvement.
6. Additional Responsibilities:
- Collaborate with the Operations Manager to enhance IT processes through regular goal-setting and follow-ups.
- Support HR in identifying training and development opportunities for IT skill enhancement.
Key Performance Indicators (KPIs):
- On-time event delivery and readiness.
- Innovation in hybrid event IT solutions.
- Customer satisfaction and minimal complaints.
- Timely resolution of support tickets.
- Positive customer satisfaction and Net Promoter Scores.
- Employee training hours completed.
Work Environment:
- Combination of indoor and outdoor work.
- Full-time role with common travel requirements.
Qualifications and Experience:
Education:
- Essential: Bachelor’s degree in Computer Science, CompTIA Network+ certification.
- Desirable: PMI Project Management Certification.
Experience:
- 5–7 years in an IT support role.
Technical Skills:
- Advanced proficiency in Salesforce and Microsoft Office Suite.
Knowledge:
- IT support processes and workflow optimization.
- Client-specific technical requirements and product enhancements.
- Familiarity with global best practices in IT training and certifications.
Language:
- Essential: English.
- Desirable: Arabic.
Soft Skills:
- Strong communication and teamwork skills.
- Ownership and accountability.
- Problem-solving and process improvement.
- Leadership and strategic thinking.
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