Technology Infrastructure Specialist

Basic Function: The Network & Communications Infrastructure / Technology Specialist will be responsible for maintaining and optimizing the IT networks, cabling, communication – VOIP, AP(s), WAP(s), etc., systems for all Enchantment Resort and Mii Amo Spa Departments. This position evaluates our network's performance and collaborates with the IT team to increase network / communication capacity, including monitoring usage, conducting scheduled audits, coordinating routine maintenance, updating cable records, network diagrams, ensuring adherence to IT established standards, and providing project and incident/outage support by creating reports, analyzing data, and providing recommendations.

The Network & Communications / Technology Infrastructure Specialist will coordinate and be responsible for determining company needs and coordinate the development and maintenance of network infrastructures with the IT team.  This includes the creation of service orders, the assignment of circuit IDs, scheduling, coordinating access, reviewing test results, and communicating with customers and other stakeholders. They will plan and execute work activities and tasks to ensure on-time delivery of project objectives. The Network & Communications Infrastructure / Technology Specialist will positively impact on the organization by ensuring the IT infrastructure is operable, secure, growth for the future, efficient, and effective. This individual will deliver exceptional information technology services and support comprehensively and consistently. This individual will manage vendors and provide operational, functional and technical training and knowledge transfer to department personnel and colleagues. 

Work Performed:

1. Monitors capacity and usage of copper (Cat6e, phone, etc.) and fiber infrastructure to optimize network security, efficiency, and performance.
2. Testing data exchange and communication between computers, routers, modems, and servers.
3. Installing, updating, and configuring end-user networking accessories.
4. Install and update all UPS for all mission critical systems, making sure optimum up time of 999.99%.
5. Running diagnostic tests and performing repairs, as well as developing backup, archiving, and data retrieval procedures.
6. Enhancing network security, as well as documenting network processes and cabling layouts.
7. Follow all ITIL framework methods assisting in Incident, Problem management activities, Change Management activities, etc.
8. Conduct scheduled audits, coordinate routine maintenance, and ensure cable records are accurate. 
9. Coordinates and collaborates with proper personnel (i.e., engineers or Field Services), if necessary, when advanced troubleshooting and/or additional support is required to resolve issues.
10. Ensures all locations where fiber infrastructure is present are safe and clean, adhering to safety protocols and standards.
11. Supports the delivery of fiber circuits, ensuring they are implemented following established procedures and instructions.
12. Creates Service Orders, schedules, coordinates access, and reviews test results for all network / fiber circuit orders.
13. Assists effectively communicating business requirements into technical design specifications using technical knowledge.
14. Listens and asks relevant questions to help identify the root causes of network issues. 
15. Interfaces with customers to coordinate efforts related to network / fiber service orders and ensure the timely delivery of service.
16. Provides technical and service support for basic to complex problems and/or requests related to IT Services' structured cables, network, and associated products and/or services.
17. Performs quality assurance checks on newly installed circuits to ensure they meet the required standards and specifications.
18. Seeks to implement best practices in the maintenance of fiber infrastructure.
19. Provides project and incident/outage support by creating reports, analyzing data and providing recommendations. 
20. Develops formal project plans for complex projects that include interdisciplinary teams.
21. Maintains accurate records, including equipment inventory, service documentation, incident reports, and customer interactions. 
22. Generates reports on service metrics, SLA performance, customer feedback, and trends to support decision-making and continuous improvement efforts.
23. Document all installations, repairs, and circuit routing, maintaining accurate records of all activities and installations.
24. Maintains effective communication with internal stakeholders, including IT teams, management, and other departments, to coordinate support activities and ensure alignment.
25. Keeping informed of developments in network technologies and infrastructure.
26. Provide back up and cross-training to IT personnel and support computer service operating & systems, software applications and hardware.
27. Other duties as assigned.

We are looking for candidates who will demonstrate knowledge, abilities, and skills:

1. Knowledge and hands-on experience with fiber optic technology, including installation, repair, and maintenance of fiber and cabling systems 
2. Demonstrated experience in monitoring and managing service level agreements (SLAs), including tracking performance metrics, adherence to response times, and resolution targets. 
3. Familiarity with network infrastructure components to effectively establish, manage, and support Enchantment and Mii Amo resort properties. 
4. Ability to create, implement, and update comprehensive inspection processes and checklists to ensure all technical services are executed to the highest quality standards. 
5. Proven ability to maintain high customer satisfaction. 
6. Excellent customer service and interpersonal skills. Ability to effectively communicate with customers, understand their needs, and provide support and guidance in a professional manner. 
7. Strong written and verbal communication skills and the ability to communicate technical information and ideas to colleagues and stakeholders. 
8. Able to establish and advance positive working relationships and a strong rapport with team members, stakeholders, and customers. 
9. Strong organizational skills and the ability to balance competing priorities and support concurrent projects, successfully navigating a project-based environment using project management practices. 
10. Strong demonstrated problem-solving skills; scopes solutions based on knowledge of available resources and timelines. Able to ask questions, gather information, evaluate options, and make decisions with integrity. 
11. Executes work activities and tasks to ensure on-time delivery of project objectives.
12. Is adept at resource planning, work estimation, and related interdependencies to ensure efficient service delivery.
13. Is agile, think creatively, and proposes innovative ideas, including incorporating new technologies or processes. 
14. Actively promotes the organization’s core values and consistently integrates innovation, employee fulfillment, teamwork, respect, excellence, integrity, service, and accountability into each aspect of their work.

Minimum Requirements:

Bachelor's Degree in one or more of the following fields: computer science, engineering, computer information systems, or a related field, or equivalent experience/training.   

Three years’ experience working in one or more of the following fields: network services, communications infrastructure management, fiber and cabling, information technology, or a related field.   

Accuracy and attention to detail are essential.   Knowledge of various business software systems and various word processing and spreadsheet programs.   Good training and communication skills.   Individual needs to be service-oriented, flexible and able to handle stress.  Must be able to work long and flexible hours and be able to cover property as necessary. Must have strong organizational skills, excellent written and verbal communication skills, and be able to perform and prioritize multiple tasks with ease. Strong team member relations skills.  

Technical / industry certification is a plus: Certified CompTIA, Microsoft, Dell, or Cisco network professional preferred. Knowledge of various business / hospitality software systems is a plus.

Supervision Exercised:  None

Supervision Received: Assistant Director of IT

Responsibility & Authority:

1. Ability to work effectively with all employees

2. Good communication with department managers

3. Good working relationship with vendors

4. Absolute integrity and confidentiality

Physical Requirements:

50% Sitting

50% Walking, bending & standing

Lifting/Carrying up to 50 lbs.

Hearing and manual dexterity

Distance vision 1-3 feet

Ability to work effectively during day and night as necessary

Ability to drive golf cart