IRIS is the global market leader in providing digital solutions for hotels to better serve their guests with Food and Beverage (F&B), Service and information requests. Supplied as a Software as a Service (SaaS) platform since 2010, IRIS works with many of the world’s leading chains including Marriott, Hilton, Mandarin Oriental, IHG and Four Seasons and has provided 1000’s of hotels on every continent across the world with mobile, tablet and web apps,backed by a leading West Coast venture capital firm.
THE ROLE
To cater for growth over the last 6 months we are recruiting for the position of a Support and Delivery Technician, responsible for implementing our applications across hotels and restaurants worldwide.
The role is a customer facing role where you will be responsible for delivering both from a technical standpoint, the IRIS suite of applications.
The successful candidate will work as part of the wider technical team and will be provided with a structured training program and continuous development.
PRIMARY DUTIES AND RESPONSIBILITIES
* Take responsibility for the prompt resolution of customer problems by acting as the incident's primary owner until its completion, ensuring support tickets are escalated and followed up by higher tier support staff.
* Perform triage of incoming support requests, internal and external.
* Liaise with the Delivery and Support team to find and implement resolutions to support requests in a timely and efficient manner.
* Research problems in order to find solutions both in the Apple and Microsoft ecosystems.
* Liaise with customers in house IT departments
* Assist with deployments(remote) in customer sites
* Assist the Delivery and Support team with general sys admin tasks as well as delivery tasks
* Create and maintain documentation relating to support and delivery.
* Isolate and flag any support issues that may have a negative effect on operations and report those in a clear and concise manner
REQUIRED SKILLS AND QUALIFICATIONS
* Proven technical knowledge of Apple and Microsoft hardware.
* Maintaining Microsoft and Apple environments.
* Proven technical knowledge of mobile device platforms.
* Basic understanding of Network infrastructure – wireless as well as wired.
* Excellent communication skills, including being able to break down complex technical topics.
* Ability to work unsupervised.
* Ability to write clear and concise documentation.
* Willingness to partake in out of hours support.
* Experience of delivering support in line with an established framework MOF/ITIL.
* Basic understanding of web-based technologies and applications.
* Ability to quickly learn and absorb new systems and products.
* Ability to work in a fast paced, high intensity environment.
* Ability to act professionally and to stay calm in high pressure situations.
DESIRED SKILLS
* Hospitality Industry Experience
* Previous experience in a similar role
* Experience working with Oracle Simphonyor other Similar POS providers, a bonus
BENEFITS
* 25 Days Holiday + Birthday Holiday + Bank Holidays
* Annual appraisals & personal development planning and training.
* Contributory Pension.
* Fully serviced central London office with 24/7 access.
* Company Socials & Events including summer and Christmas events.
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