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Job Number 23170656Job Category Information TechnologyLocation Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United StatesSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type ManagementJOB SUMMARYResponsible for all aspects of technical assistance and exemplary customer interaction support for the Marriott walk up and remote service branded, The HotSpot. Work as a member of the iT HotSpot team and functions as a technical expert in the laptop and mobile technology areas. Resolve and make decisions on moderate to complex incidents with limited to moderate risk. Ensure high quality and polished customer service.CANDIDATE PROFILEEducation and ExperienceRequired:
Minimum of 2 years of relevant experience working in a walk up or deskside environment in a professional environment
Minimum 2 years of hands on experience with installing, configuring and troubleshooting Office 365, MS Windows 10, MS Teams, SharePoint, OneDrive, printer troubleshooting. Experience with iOS operating system and Apple technologies
Bachelor’s Degree, or the equivalent combination of education, technical training, or work/military experience
Preferred:
Excellent communication skills and problem solving ability
Demonstrated ability to work independently and with others
Proven ability to effectively prioritize and execute tasks in a high-pressure environment
Excellent customer service and interpersonal skills
Previous experience in the walk up technology centers (Apple Genius Bar)
Technology related professional certifications
Familiarity with Active Directory and general networking troubleshooting
Experience in IT customer service environment using Service Now ITSM
Strong Apple and Android device knowledge and troubleshooting capabilities
Working knowledge of server architecture and administration.
Networking devices and other infrastructure components (to include Wireless technologies).
CORE WORK ACTIVITIES
Provides on-site walkup support and remote technical support and problem resolution to include but not limited to: Windows 10, O365, Outlook, Teams, Apple Mac, iPhone and iPad support
Execute duties as part of the Mobile HotSpot team
Delivers training and seminars for existing Marriott technologies and potential new technologies
Support technology showcase events at the iT HotSpot
Provides content for iT HotSpot Tips and Tricks
Responsible for adhering to established quality control and security protocols
Builds, leverages, and maintains effective alliances across technical and business community.
Interacts with customers to achieve efficient, effective results
Multi-tasks and prioritizes in accordance with business priorities and executive availability requirements
Records and responds to user queries using the incident management system (SNOW)
Maintains ownership of customer problems until a mutually satisfactory resolution is obtained
Escalates technical issues appropriately to other team members or other teams
Identifies and highlights persistent problems
Escalates issues to senior members of the team or Executive/HotSpot Support Management
Participation in team meetings
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law. Marriott International considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local 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.
Full-time