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Technical Support Analyst, Greater China

Shanghai Operations
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JOB SUMMARY

Manages and is responsible for field support, escalation, issues, quality control and success of all Continent IT Desktop support

 

CANDIDATE PROFILE 

 

Education and Experience 

 

  • 2-year degree from an accredited college/business/technical school (or the equivalent training/education in respective country). 
  • Information Technology-related job experience and hospitality experience.

  • Experience in hospitality or multi‑site enterprise environments is a strong advantage.

     

    Key Stakeholders

     

  • Continent & Regional IT team
  • Regional team
  • Project/Property Owners and their team
  • Property Management (Pre-Opening teams, Executive Committee and Guidance Team, GM, DOF & Property IT Managers) 
  • Corporate IT Tier, in particular Tier 2,3 support
  • Key Vendors 
  • Regional / Corporate Business Partners

 

CORE WORK ACTIVITIES 

 

Managing Projects and Priorities

  • Tier-1 Support on technical infrastructure implemented at the Company Managed Office and Hotels, including but not limited to: Email, Desktops, Laptops, and Servers, LAN infrastructure, OS Software, Business Application Systems, High Speed Internet, and Guest Facing technologies. 
  • Escalate to Corporate helpdesk and/ or vendor helpdesk as needed.

 

Managing Key Stakeholders Expectation

  • Ensuring problems logged on the support website are correctly reported, routed, escalated, tracked, and resolved as soon as possible. 
  • Keeping the business clients informed of the status at appropriate intervals. Take initiative wherever possible.
  • Offering technical advice to business clients on technology procurement, best practices, and providing local customized documentation as needed, responding to problems and enhancement requests in a timely manner. 
  • Providing on-the-spot/ad hoc training, document procedures, and organizing external vendors to undertake training as applicable.
  • Accepting any other duties, tasks, and responsibilities delegated by the company

 

Managing Key Process/Documentation

  • Updating/maintenance of the region-wide email distribution / Master property list. 
  • Maintenance of the filing system from a Greater China IT perspective. 
  • Maintain knowledge database.
 
CRITICAL COMPETENCIES
 

Analytical Skills

  • Problem Solving
  • Computer Skills
  • Learning

Interpersonal Skills

  • Diversity Relations


Communications

  • Electronic Communication
  • Applied Reading
  • Communication
  • Listening

Personal Attributes

  • Integrity
  • Dependability
  • Positive Demeanor
  • Safety Orientation

Organization

  • Multi-Tasking
  • Time Management

Hardware and Software

  • Help Desk
  • Hardware

Network Administration

  • Security
  • Network Applications
  • Systems Administration/Monitoring
  • Client/Server Application
  • LAN and WAN Administration
  • Server System
  • Network Support

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.