IT Analyst

Fairmont Hotels & Resorts; Dibba Al Fujairah; On-site; AED 223,000 - 357,000; Full time

Job summary

Fairmont Fujairah Beach Resort in the United Arab Emirates is seeking an experienced IT Support professional to deliver daily technical assistance to Heartists and guests, prioritize requests, and maintain hardware, software, and network systems. The role supports hotel systems such as PMS, POS, PBX, Wi‑Fi, and requires coordinating with vendors for maintenance and security.

A Diploma or Bachelor in IT and 5+ years in hospitality IT are required.

Qualifications

• Degree or diploma in IT or related field.
• Minimum 5 years IT support experience in hotel or hospitality.
• Good knowledge of hardware, software, networking and troubleshooting.
• Experience with Windows, Office, printers and wifi.
• Familiarity with PMS, POS, PBX and access control is a plus.
• Strong communication and customer-service orientation.

Responsibilities

• Daily IT support activities and prioritise requests by operational needs.
• Provide first-level support for hardware, software, network connectivity and hotel IT systems.
• Install, configure and maintain computers, printers, phones, network equipment and other IT devices.
• Support hotel systems including PMS, POS, PBX, Wi-Fi and access control.
• Troubleshoot issues and escalate complex matters as needed.
• Manage user accounts, software installs, updates and security patches.
• Maintain equipment inventories, licenses, warranties and service records.
• Coordinate with vendors for maintenance and support.
• Assist Heartist onboarding with IT setup and access.
• Deliver training on systems and cybersecurity awareness.

Skills

Customer service mindset

Problem solving

Multitasking

Communication

Education

Diploma or Bachelor in IT/CS/CE

Tools

Windows OS

Microsoft Office

Printers

Wi‑Fi knowledge

PBX/PBX systems

Job description

Company Description

Fairmont Hotels & Resorts

Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe. Our properties are located from the beaches of Hawaii, to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates.

About Fairmont Fujairah Beach Resort

Nestled among the hidden valleys of the majestic Al Hajar Mountains, our unique beach resort lies along the coast of Dibba, the second-largest town in the emirate of Fujairah offering guests the holiday of a lifetime.

About The Application Process

At Fairmont, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.

Job Description

• Daily IT support activities and prioritise technical requests based on operational needs.
• Provide first-level support for hardware, software, network connectivity and hotel IT systems.
• Install, configure and maintain computers, printers, telephones, network equipment and other IT devices.
• Support hotel systems including PMS, POS, PABX, Wi-Fi, access control and other operational technology.
• Troubleshoot technical issues and escalation complex matters to the IT Assistant Manager or approved service providers.
• Manage user accounts, system access, software installations, updates and security patches.
• Maintain IT equipment, asset inventories, software licences, warranties and service records.
• Monitor IT systems and assist with backups, cybersecurity, business continuity and disaster recovery procedures.
• Coordinate with IT vendors and service providers for maintenance, repairs and technical support.
• Support new Heartist onboarding by setting up required IT equipment, accounts and system access.
• Provide basic IT training and guidance to Heartists on systems, applications and cybersecurity awareness.
• Maintain accurate records of IT incidents, requests, repairs, maintenance and inventory.
• Ensure IT equipment, systems and confidential information are protected and used in accordance with Accor and hotel policies.
• Maintain secure, organised IT and server areas and report technical, safety or security concerns promptly.
• Support IT projects, system upgrades, installations and new technology implementations as required.
• Deliver professional and responsive IT support to Heartists and guests while maintaining a high level of confidentiality.
• Embrace the Fairmont brand promise and luxury in your role and in all your interactions Foster an inclusive environment where every individual feels valued and respected

Qualifications

• Diploma or Bachelor’s Degree in Information Technology, Computer Science, Computer Engineering or a related field.
• Minimum of 5 years of experience in IT support within a hotel or hospitality environment.
• Good knowledge of computer hardware, software, networking and troubleshooting.
• Experience with Windows, Microsoft Office, printers, Wi-Fi and basic network infrastructure.
• Knowledge of hotel systems such as PMS, POS, PBX and access control is an advantage.
• Strong problem solving, analytical and organisational skills.
• Good communication and interpersonal skills with a strong customer-service mindset.
• Ability to manage multiple priorities and respond effectively to IT issues.
• Knowledge of IT security, data protection and cybersecurity best practices.
• Good command of English, both written and spoken.