IT Support Specialist

The Company

One Spa World is a worldwide provider and innovator in the fields of beauty, wellness, rejuvenation and transformation across the globe on cruise ships and on land. The company is dedicated to maintaining the highest quality standards and service delivery and is continually evolving to include all aspects of health and beauty while focusing on new advances within the spa, salon, fitness and wellness industry. Services include traditional and alternative massage, body and skincare treatment options, Ayurvedic treatments, comprehensive hair and nail services, mindfulness programs, fitness, acupuncture, herbal medicine, pain management, and Medi-Spa.

General Job Description:

The IT Support Specialist is responsible for providing technical support for a full range of business technology, including computer systems (hardware and software), network infrastructure, mobile devices, telephone systems, and audio-visual equipment. Must be able to independently assess a reported problem or failure using diagnostic methods and tools, determine the likely cause and take appropriate action to resolve the problem in a timely manner. Often collaborating with other resources (both internal and external), the IT Support Specialist must understand system interdependencies and avoid unintentional interruption of services during troubleshooting and problem resolution.

Essential Functions

• Handling of Support mailboxes: support ticket creation, resolution of issue, level assignment and escalation of issue if applicable.
• Installing and configuring computer hardware, software, systems, networks, printers, and scanners
• Monitoring and maintaining computer systems and networks
• Responding in a timely manner to service issues and requests
• Providing technical support across the company (in person, over the phone or via email)
• User account maintenance : Setup (new users), adds/moves/changes/terminations (existing users)
• Repairing and replacing equipment as necessary
• Testing new technology
• Train staff across the organization on the usage of technologies used by OneSpaWorld
• Hardware receiving, imaging and configuration when required
• Provide remote support to locations/vessels and other OSW entities when required
• Assist and participate in IT projects when required
• Provide development support for proprietary technologies or applications when necessary
• Provide deployment support for all technologies
• Flexible working hours to possibly include weekend coverage schedule
• Possible after-hours coverage on a rotation 2 days a week or as business requires
• International Travel may be required

Team Objectives

• To participate and contribute to IT related projects when necessary
• To provide expertise and suggestions to meet IT related goals that may or may not be a part of the individual objectives

Technical Qualifications & Knowledge Include:

• 3 years in IT Support role and/or technical help desk support role

• Microsoft Certification (MCP, MCSE, MCSD, etc.) and/or other IT Certification
• Active Directory (Administration)
• Understanding of Networking technologies and concepts
• Exposure to Citrix
• SQL and SQL scripting a plus
• ITIL Foundation certifications desirable

Technical Skills Include:

• Must be competent in Windows OS versions and Microsoft Applications (Word, Excel, etc.)
• Technical troubleshooting
• Have the ability to multitask
• Must be able to prioritize under pressure
• Clear, concise verbal and written communication skills a must
• Adaptability to quickly adapt to changing priorities
• Ability to speak to and train non-technical users on proprietary software and other aspects of IT