Technician (Audio Visual) – Protea Hotel by Marriott Breakwater Lodge

POSITION SUMMARY

Follow all company policies and procedures; protect company assets. Address guests’ service needs. Exchange information with other employees using electronic devices. Develop and maintain positive working relationships with others.

Communicate with other IS personnel to troubleshoot and resolve technical problems or issues related to computer software and systems, internet access, hardware and peripheral equipment. Refer major problems or defective products to vendors/technicians. Respond to program error messages by finding and correcting problems or terminating the program. Enter commands and activate controls on computer and peripheral equipment. Inspect, test, and diagnose computer equipment and systems. Maintain inventory of all technology devices. Maintain computer networks, support server system(s), and supporting software. Provide network communications support. Maintain and upgrade hardware, software and website technical architecture related to hardware and telecommunication connectivity. Perform system backups. Provide end-user support. Manage user accounts, including set up, removal, and resetting passwords in order to ensure confidentiality and proper use. Install, configure, and modify workstations. Modify workstations, including set up of cables, desktop computers, laptops, docking stations, and printers. Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support. Secure all backup tapes and computer/telephone rooms. Educate users regarding procedures for securing Personal Identifiable Information (PII). Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Safety and Security

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Follow company and department policies and procedures.

Guest Relations

• Address guests’ service needs in a professional, positive, and timely manner.
• Assist other employees to ensure proper coverage and prompt guest service.

Communication

• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
• Escalate complex issues to appropriate IT teams and follow-up to ensure timely resolution.
• Respond to incoming support tickets, calls, and emails from end-users promptly and professionally.

Working with Others

• Develop and maintain positive and productive working relationships with other employees and departments.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Rotate as required to cover the early, late, or weekend shifts.
• Provide technical support and conferencing support during physical, online, and hybrid events.
• Provide proactive support for physical, online, and hybrid events, including lectures, tests, exams, meetings, conferences, webinars, and live streaming.

Physical Tasks

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Deliver, set-up, and collect audio, lighting, and staging equipment, inspect them for proper functioning
• Deliver, set-up and collect mobile AV/IT equipment, inspect them for proper functioning, and report any issues.
• Perform regular maintenance and quality checks, and repairs, where necessary, on AV equipment to ensure optimal performance.

Problem Solving

• Troubleshoot and resolve technical problems or issues related to computer software and systems (sound systems, microphones, projectors, computers and other related equipment.
• Troubleshoot and resolve technical problems or issues related to internet access.
• Respond to program error messages by finding and correcting problems or terminating the program.
• Refer major hardware/software problems or defective products to vendors or technicians for service.
• Communicate with other IS personnel to resolve non-routine problems with hardware, software, or guest room internet access.
• Troubleshoot and repair technical problems or issues related to computer hardware and peripheral equipment.

Computer Hardware and Software

• Enter commands and activate controls on computer and peripheral equipment (e.g., printers) to integrate and operate equipment.
• Inspect, test, and diagnose computer equipment and systems.
• Maintain inventory of all technological devices (e.g., Blackberry, routers, switches, encoders).
• Ensure AV/IT equipment is correctly labelled, secured, in working order, and that the inventory reflects the correct information.
• Perform regular maintenance and quality checks, and repairs, where necessary, on all AV equipment

Network Administration

• Maintain computer networks, support server system(s), and supporting software.
• Provide network communications support and assist with the implementation of office systems.
• Maintain and upgrade hardware and software, including peripherals (e.g., printers, scanners) and website technical architecture related to hardware and telecommunication connectivity.
• Perform system backups.
• Provide end-user support for all LAN and WAN based applications.

Personal Computer Support

• Manage user accounts, including set up, removal, and resetting passwords in order to ensure confidentiality and proper use.
• Maintain accurate inventory of desktop and laptop computers and related peripherals (e.g. printers, scanners, etc).
• Install and configure workstations, including set up of cables, desktop computers, laptops, docking stations, and printers.
• Modify workstations, including set up of cables, desktop computers, laptops, docking stations, and printers.
• Provide end-user support for desktop computers, including answering technical questions and simulating or recreating user problems.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Identify opportunities for service improvement and share feedback with the team and cross-functional teams.
• Empower and/or train customers so that they can make more efficient use of the AV/IT services available to them.
• Provide expert audio-visual and basic IT support to clients, including troubleshooting basic network connectivity and software issues.

Physical Security

• Ensure all backup tapes are locked in a fireproof safe in a secure location.
• Educate users regarding procedures for securing Personal Identifiable Information (PII).
• Ensure computer and telephone rooms are kept locked at all times and access is restricted using interrogated key system.
• Ensure that computer and telephone rooms are free of food, drink, and trash.

Analytical Skills

• Decision-Making
• Computer Skills
• Problem Solving
• Learning

Interpersonal Skills

• Customer Service Orientation

Personal Attributes

• Integrity
• Dependability
• Initiative

Education

High school diploma/G.E.D. equivalent

Related Work Experience

At least 1 year of related work experience

Supervisory Experience

No supervisory experience is required

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

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