IT Technician (Club Med Borneo)

Role Summary

The IT Technician serves as the primary technical point of contact within the Village, ensuring the seamless integration and operation of ESAP IT solutions. Be responsible for upholding international technical standards while proactively adapting to the specific geographical needs of the zone. By following the IT Engineering & Admin Support Group guidelines, to ensure a high performance, secure, and reliable digital environment for both our GOs/GEs and our GMs.

Key Responsibilities

Technical Support & Troubleshooting

• Provide first- and second-level support for WAN/LAN network issues, including internet outages and Club Med circuit disruptions.
• Troubleshoot and maintain IT equipment such as computers, printers, switches, Wi-Fi antennas, digital signage, fiber optic lines, GPON, and peripherals.
• Perform basic repairs and maintenance for computers and printers.
• Use diagnostic tools to identify faulty equipment and coordinate service calls with vendors.
• Image and preconfigure user computers using Club Med standard images.

Help Desk Operations

• Supervise daily operations of the Village IT Helpdesk, monitoring JIRA and ETIS Tickets.
• Coordinate Help Desk activities and provide hands-on support for ticket resolution.
• Ensure timely documentation, tracking, and resolution of technical issues.
• Collaborate with the IT team to maintain and update the knowledge base.
• Analyze support data to identify performance improvements and training needs.

Infrastructure Monitoring & Maintenance

• Monitor wired/wireless infrastructure and internet lines to proactively prevent failures and service disruptions.
• Ensure servers, phones, and reservation systems are well-maintained and organized.
• Tone, trace, and punch down cross-connect wiring for PBX and Telco connections.

Communication & Coordination

• Act as the primary point of contact for technical support within the Village.
• Notify Help Desk Team before implementing changes (e.g., relocating devices, installing software).
• Escalate unresolved or complex issues to the Help Desk Team or service providers.
• Ensure proper handover of services between technical and functional teams.

Project & Asset Management

• Support project deployments, asset control, and equipment distribution.
• Assess support needs and gather user feedback to improve service delivery.

Qualifications & Skills

• Proven experience in IT support, preferably in hospitality or resort environments.
• Strong knowledge of networking (WAN/LAN), Wi-Fi systems, and IT hardware.
• Familiarity with troubleshooting tools and techniques.
• Excellent communication and customer service skills.
• Ability to work independently and collaboratively in a multicultural environment.
• Fluent in English; additional languages are a plus.

Reports To: IT Operations Coordinator (Functional) /IT ESAP Network Engineer & Helpdesk Coordinator (Technical) / Technical Service Manager (Hierarchical at Resort)

Location: Club Med Borneo Village, Sabah

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