Senior IT Support Analyst in Shanghai at Marriott Vacations Worldwide

Date Posted: 1/14/2022

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

Reporting to the VP IT Field Services APEME and /or Senior IT Manager AP, the Senior IT Support Analyst is part of a wider support team that provides extended support remotely to other MVW Asia Pacific offices in the region. The role  is primarily responsible for supporting the IT network, hardware and software for clients at corporate office locations in AP, primarily Shanghai..

CORE WORK ACTIVITIES

Management

  • Manage regional support tickets closure in timely manner
  • Managing regional IT Support team to ensure smooth operation and customer satisfaction
  • Effective ongoing communication with the business, end user and business IT team such that opportunities are taken to improve service support, overall service delivery and its performance are well understood and their expectation are managed and met.
  • Management and maintain relationship with vendor to ensure IT services delivered according to SLA and timely meet business expectation/demand at best quality and cost effectiveness

Support

  • To provide software and hardware support to clients and printers to offices in Asia-Pacific region.
  • To provide assistance in network resolution and any installation required onsite.
  • Monitor and resolve calls in a IT Service desk  management system (Cherwell, Pitstop/OSC). Provide superior customer service to internal and external clients.
  • Co-ordinates procurement needs in region working with IT Procurement and Contracting, 3rd party vendors and external organizations.
  • Ensure that support queries are properly documented and reviewing them for adverse developing trends.

Reporting

  • Report all work in progress to Management on a weekly basis in a presentable and concise format.
  • Provides status updates and feedback to Project owners, management, and or team participants
  • Must adhere and administer IT related Corporate Policy and follow and advise on SOP’s.

Maintenance

  • Perform preventative maintenance on a daily and weekly basis, encompassing servers, networks and applications. This involves monitoring and resolving IR related issues to prevent large-scale problems.
  • Keep documentation of systems and procedures up to date and current complete systems audits within Asia-Pacific and update Configuration Management Database (CMDB) as necessary.
  • Ensure compliance with standards, methods and procedures as defined by MVCI management or industry standards
  • Helps maintain hardware and software inventory of MVCI infrastructure equipment.
  • Helps to promote continuous improvement standards as related to the work environment.

Projects

  • Assist with projects which include server set-up, installation and configuration, new application/server testing and rollout - basic coordination with vendor, as well as improving our systems and infrastructure.
  • New Server Hardware & Software Installation - Accept the delivery & configure and install hardware and software as required in a timely manner.

COMPETENCIES - Fundamental competencies required for accomplishing basic work activities

CRITICAL COMPETENCIES

Analytical Skills

  • Strong analytical
  • Problem-solving
  • Learning
  • Judgment

Interpersonal Skills

  • Understands and possesses the ability to work in a multi-cultural environment
  • Able to build and maintain excellent rapport with all levels of associates
  • A team player with ability to collaborate with senior management, functional departments and external partners

Communications

  • Proactive communications to the end users regarding upcoming system updates and upgrades.
  • Proficiency in English & Mandarin required; additional languages (e.g. Cantonese) an advantage.

Personal Attributes

  • Motivated self-starter
  • Resourceful
  • Independent
  • Ability to work to deadlines
  • Strong business integrity and holds sensitive information in confidence

Organization

  • Multi-Tasking
  • Time Management
  • Capable of managing multiple priorities effectively
  • Well-organised
  • strong organisational skills

Computer Skills

  • Professional qualifications such as ITIL v2, or v3 Foundation is preferred
  • Experience with end client support (imaging, software support specifically Microsoft products O365)
  • Experience supporting network and server environment (install, configuration, support).
  • Experience with VOIP systems (Aspect system).

Technical Competencies

  • Technical Support
  • Customer Service Orientation (Strong client facing and relationship skills)
  • Quality Measurements
  • Complaint Resolution

PREFERRED QUALIFICATIONS

Education

  • Minimum Diploma or Bachelor Degree in Information Technology
  • Professional qualifications such as ITIL v2, or v3 Foundation is preferred

Related Work Experience

  • Minimum 3-5 years of professional experience in a similar or related area
  • Familiar with a variety of the field’s, concepts, best practices, and procedures
  • Experience supporting VOIP solutions
  • Experience in Hospitality (advantage – not essential)
  • Knowledgeable and up to date with China’s Cyber Security Law

Supervisory Experience

n/a

Others

  • Occasional travel maybe required for support as part of a project deployment
  • Occasional out of hours and/or weekend work required for emergency support or project deployment.