Job Summary The IT Engineer will be responsible for the end-to-end management of the hotel's IT infrastructure, including Guest

& Staff Wi-Fi networks, Internet Leased Line (ILL) connectivity, network hardware, servers, PMS/POS systems, CCTV,

and all other IT assets across the property. The role requires a hands-on technical qualified who can ensure high system uptime, guest satisfaction through seamless connectivity, and smooth day-to-day IT operations.

Key Responsibilities

Network & Connectivity Management (Direct responsibility)

- Manage, monitor, and troubleshoot the hotel's Wi-Fi network (Guest & Staff), including access points,

controllers, and switches.
- Oversee Internet Leased Line (ILL) connectivity, coordinate with ISPs for uptime, bandwidth management, and issue resolution.
- Configure and maintain firewalls, routers, switches, and VLANs to ensure network security and segmentation

(Guest / Staff / PMS networks).
- Monitor network performance and proactively resolve connectivity issues to minimize downtime.

Guest Complaint Handling (Direct responsibility)
- Act as the primary point of contact for guest-reported Wi-Fi and connectivity complaints, ensuring prompt acknowledgment and resolution.
- Coordinate with Front Office/Guest Relations to track, log, and close out IT-related guest complaints within defined SLAs.
- Perform root-cause analysis on recurring connectivity complaints and implement corrective actions to prevent repeat issues.
- Escalate unresolved or high-priority guest complaints to management and vendors as needed, ensuring timely closure.

IT Asset & Infrastructure Management (Coordination)




- Maintain an accurate inventory of all IT assets (laptops, desktops, servers, networking equipment, POS/PMS terminals, printers, CCTV, etc.).
- Ensure timely maintenance, upgrades, and replacement of IT hardware and software across departments.
- Manage software licenses, warranties, and AMC (Annual Maintenance Contracts) with vendors.
- Maintain documentation of network diagrams, IP schemas, and asset registers.

Systems Support (Coordination)

- Provide technical support for PMS (Property Management System), POS (Point of Sale), and other hotel operational software.
- Support audio-visual and meeting room technology (screens, video conferencing, projectors, etc.).
- Manage CCTV and access control systems in coordination with the security team.• Provide first-level troubleshooting and support to hotel staff for IT-related issues.

Vendor & Stakeholder Coordination
- Liaise with ISPs, network solution providers, and IT vendors for installations, repairs, and escalations.
- Coordinate with Hotel's IT teams (if part of a chain) to ensure compliance with brand IT standards and security policies.
- Assist in evaluating and onboarding new IT/network vendors as required.

Security & Compliance (Coordination)
- Implement and maintain IT security best practices,



including data protection, network security, and access controls.

Required Skills & Qualifications
- Bachelor's degree/Diploma in IT, Computer Science, Electronics, or related field.
- 2–5 years of relevant experience, preferably in hospitality or a similar guest-facing industry.
- Strong working knowledge of networking concepts (LAN/WAN, Wi-Fi, VLAN, DHCP, DNS, firewalls).
- Hands-on experience with enterprise Wi-Fi solutions (e.g., Ruckus, Cisco, Ubiquiti, Aruba, or similar).
- Familiarity with ILL/broadband connectivity management and ISP coordination.
- Basic understanding of PMS/POS systems (Opera, IDS, Micros, etc. — preferred).
- Working knowledge of Windows/Linux server environments.
- Positive troubleshooting, analytical, and problem-solving skills.
- Strong communication skills to coordinate with vendors, guests, staff, and management.

Preferred Certifications (Good to Have)
- CCNA / CCNP
- CompTIA Network+ / Security+
- Vendor-specific certifications (Ruckus, Cisco, Aruba, etc.)

Key Attributes

- Ability to work independently with minimal supervision.
- Willingness to be available for urgent network/system issues, including off-hours support when required.
- Guest-service orientation — understanding that IT reliability directly impacts guest experience.
- Strong organizational skills to manage multiple assets, vendors, and ongoing projects.

Work Environment

This role is based on-site at the hotel property and may require occasional travel to other properties (if part of a group) for audits, installations, or support.

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