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Technician, IT Support, Global

General Information

Country/Region
United States of America
Province/City
Los Angeles
Location
Rosewood Hotel Group, Los Angeles
Department
Information Technology
Job Type
Full-time Permanent

Job Description

ABOUT ROSEWOOD HOTEL GROUP

Rosewood Hotel Group, one of the world’s leading hotel companies, encompasses three brands: Rosewood Hotels & Resorts®, New World Hotels & Resorts® and KHOS™. Its combined portfolio consists more than 40 hotels in 19 countries. Known for distinctive, refined service in cultures throughout the worlds. We want to be progressive in our service yet remain timeless. Whether you work with us to stay with us, Rosewood Hotel Group creates enduring relationships in engaging environments.

ABOUT OUR DEPARTMENT / TEAM

The Global Support Team strives to provide the same level of customer service that we show our guests, to our associates. We are part of the Information Technology team and provide dedicated support to corporate and properties.

THE IMPACT OF THIS ROLE

The IT Support Technician provides the first and second level of administration and support to all properties and brands through the ticketing system. This role works with the local property IT to log, troubleshoot and escalate incoming support requests. This position also assists with the enforcement and management of all IT policies, manuals and training videos.

KEY RESPONSIBILITIES

This position works as a member of the Global support Team and will be assigned all issues relating to O365, Active Directory, Sharepoint, and managed systems

· Logs, categorizes, prioritizes, assigns, escalates and troubleshoots all requests/activities for tracking and visibility

· Works within the team to communicate issues/problems and hands over urgent items to next region’s support team daily

· Assists in creating and updating IT policies and SOPs

· Follows escalation and communication policies related to global support and IT services

· Track, monitor and maintains all capital assets

· Onboarding and offboarding associates

· Assists with equipment purchases and replacements

· Assists with security issues such as lost/stolen assets

· Ensures confidentiality in all matters related to his/her job

· While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

CRITICAL SKILLS & QUALIFICATIONS

· Experience working in a corporate environment and supporting associates on a global level

· Working knowledge of Microsoft Windows environments and O365

· Familiarity with basic user configurations such as logins and passwords, remote access software and mobile devices

· While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

DEVELOPMENT PATH

The IT Support Technician role will be exposed to various systems and applications in our environment while working with people and cultures from around the globe. This position will gain experience as we build out our corporate applications and centralize many of our

current systems. Utilizing this experience, the role will have the opportunity to become one of our team leads.

This position is open to candidates based in Los Angeles, CA. This position will be onsite at our West Hollywood Corporate office 5 days per week. The hourly range for this position is $25.00-$30.00 per hour. This is the pay range for this position that the company reasonably expects to pay. This position also may be eligible for bonuses. Decisions regarding individual salaries will be based on a number of factors, such as experience, type of experience, location, and education.



About Us

Rosewood Hotel Group, a privately owned company, is one of the world’s leading global lifestyle and hospitality management groups. It encompasses four brands: ultra-luxury Rosewood Hotels & Resorts®; upper-upscale New World Hotels & Resorts; Asaya, an integrated well-being concept; and Carlyle & Co., a modern and progressive private members clubs. Its combined hotel portfolio consists of more than 42 properties in 20 countries with nearly 30 new properties currently under development. The group’s foundation is its commitment to “Relationship Hospitality” – a belief that true hospitality springs from the nurturing and building of strong and lasting relationships with fellow associates, guests, partners and the communities in which its hotels operate. By doing so, Rosewood Hotel Group strives to become the industry leader in delivering the true meaning of hospitality.