Information Systems Technical Analyst at London Regional Office with Marriott Vacations Worldwide - Career Site

Date Posted: 2/20/2018

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.

Position Summary

Provide IT technical support across Europe and Middle East sites as required. Install, configure, manage, maintain, test, evaluate, and repair computer and telephone networks, support telephone and server system(s), supporting hardware/software, user accounts, and computer/telephone rooms. Troubleshoot, repair, resolve technical problems or issues related to telephone and computer hardware, software, /LAN /WAN/internet and PRI/SIP telephone services. Respond to program error messages. Provide telecoms and network communications support and technical guidance. Refer major problems to vendors/technicians. Analyze, recommend, and implement process improvements. Consult with others to assess/analyze/resolve telephony and computing needs and system requirements. Inspect, test, and diagnose telephony and computer equipment/systems. Plan and coordinate information technology-related equipment installations, moves, additions, changes, and system enhancements. Provide end-user support for all applications. Train and guide users in the proper use and security of all IT systems. Maintain accurate inventory of all technological devices.

Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager. Maintain confidentiality of proprietary information; protect company assets. Address guests' service needs; assist other employees. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Serve as role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop and maintain positive working relationships with others; support team to reach common goals. Ensure adherence to quality expectations/standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds. Stand, sit, or walk for extended periods of time. Enter and locate information using computer / Point of Sale (POS) systems. Move up and down stairs/ramps. Perform other reasonable job duties as requested by Supervisors.

Critical Tasks

Problem Solving

  • Troubleshoot and repair technical problems or issues related to computer hardware and peripheral equipment.
  • Troubleshoot and resolve technical problems or issues related to computer software and systems.
  • 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.
  • Provide technical guidance and recommendations to resolve business problems.
  • 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.
  • Analyze, recommend, and implement process improvements.

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.
  • Document and organize information related to software installations, hardware maintenance, backups, and local policies and procedures.
  • Maintain inventory of all technology devices (e.g., Blackberry, routers, switches, encoders).
  • Plan and coordinate information technology-related equipment installations, moves, additions, changes, and system enhancements to improve reliability and performance.

Telephone Administration and Support

  • Telephone Switch Management including Cisco Call Manager
    • Add, remove, changes to telephones
      • IP Attendant console
    • Add, remove, changes to Users
      • Jabber Users
      • Softphone clients
    • Troubleshooting telephone issues
      • Escalate major issues to cisco or vendor
    • DR -- Monitor Weekly Backups and complete Restores as required
    • Configure, Manage, Troubleshoot and Support
      • Translation Patterns
      • Call Routing
      • Hunt Groups
      • Route Patterns Calling restrictions
      • CDR
    • Firmware updates on Telephones
    • Manage DDI's for audit and growth

  • Cisco Unity Voicemail
    • Add, remove, changes to Voicemail
    • Add, remove, changes to announcements

  • Hospitality Interfaces
    • Call accounting -- Tiger TMS and Innline Voicemail
    • Oracle Hospitality PMS -- Opera

Network Administration

  • Provide end-user support for all LAN and WAN based applications.
  • Support, monitor, test, and troubleshoot hardware and software problems pertaining to LAN and WAN, including batch monitoring, tape backup, and restoration.
  • Ensure that the temperature in the computer and telephone rooms remains below 68 degrees Fahrenheit.
  • Install, configure, and manage computer networks, support server system(s), and supporting software.
  • Maintain computer networks, support server system(s), and supporting software.
  • Determine specific network hardware or software requirements, such as platforms, interfaces, bandwidths, upgrades, protocol changes/implementation, and user network communication requirements.
  • 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 testing and analysis of network facilities, including power, links, software, communications devices, lines, modems, and terminals.
  • Cisco Switches configuration and support for converged networkCisco Routing -- understand configuration for support and troubleshooting
    • Troubleshooting
    • SIP and PRI services -- support, troubleshoot and manage
  • Internet and MPLS Services -- support, troubleshoot and manage

Personal Computer Support

  • 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.
  • Manage user accounts, including set up, removal, and resetting passwords in order to ensure confidentiality and proper use.
  • Restore files from backups upon user request.
  • 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.
  • Install and test new software on multiple systems before making software available to users.
  • Maintain accurate inventory of telephony desktop and laptop computers and related peripherals (e.g. printers, scanners, etc).
  • Install system software and operating systems for users.
  • Update operating systems and service packs on workstations as needed.
  • Train or instruct users in the proper use of hardware or software.
  • Troubleshoot and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • Develop training materials and procedures related to the proper use of hardware and software.


  • Install and modify applications programs.
  • Troubleshoot, modify, support, and maintain applications programs.

Physical Security

  • Educate users regarding procedures for ensuring physical security of technological devices (e.g., personal computers, handheld devices including cell phone, Blackberry).
  • Ensure all backup tapes are locked 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.
  • Ensure that computer and telephone rooms are free of food, drink, and trash.
  • Maintain compliance with policies regarding limiting the storage of excess materials in the computer and telephone rooms.
  • Ensure redundant hardware is decommissioned, wipe and disposed in strict accordance with corporate policies.

Guest Relations

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

User Needs

  • Consult with users, management, vendors, and technicians to assess computing needs and system requirements.
  • Analyze user needs, document requirements, and translate them into technical systems requirement specifications and applications.


  • Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
  • Provide assistance to coworkers, ensuring they understand their tasks.
  • Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
  • Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
  • Speak to guests and co-workers using clear, appropriate and professional language.

Safety and Security

  • Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
  • Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
  • Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
  • Maintain awareness of undesirable persons on property premises.
  • Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
  • Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
  • Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

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.
  • Perform other reasonable job duties as requested by Supervisors.

Working with Others

  • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
  • Develop and maintain positive and productive working relationships with other employees and departments.
  • Support all co-workers and treat them with dignity and respect.

Quality Assurance/Quality Improvement

  • Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
  • Comply with quality assurance expectations and standards.
  • Monitor the performance of others to ensure adherence to quality expectations and standards.

Physical Tasks

  • Move up and down stairs and/or service ramps.
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance.
  • Stand, sit, or walk for an extended period of time or for an entire work shift.
  • Enter and locate work-related information using computers and/or point of sale systems.

Site-Specific Tasks

  • Intermittent travel to site locations as required by IR projects across EME.
  • Install, Configure, Support and troubleshooting Telephone systems
  • Network configuration, install and support -- Cisco Switches, Bluecoat WAN Management, WAP's in regional offices.
  • Server HW Build, Configuration and Installation.
  • UPS Installation, Support and Management.
  • Server and Comms Rack Build.
  • Clean, Tidy, Decommission (Server and Comms Racks / Rooms).
  • Responsible where required for local procurement of software and hardware through corporate approved vendors only.
  • Track and resolve all IT incidents in Infra.
  • Complete assigned OSC requests within assigned timelines.
  • Work with EME IR Support Team; guide and train to ensure customers receive quick and efficient service
  • Resolve calls that support team don't have permissions to resolve.
  • Work with US Support teams and third parties where applicable to escalate support calls.
  • Monitor servers, networks and backups for all sites across EME
  • Complete server and application maintenance including basic SQL administration tasks
  • Maintain monthly security patching on all servers in EME in line with Security requirements
  • Submit and Complete approved system changes at a time convenient to the business -- normally out of business hours.
  • Review and report on new technologies as requested by IT Management
  • Document any new changes or systems and provide training to ensure Support team have sufficient understanding to take and direct support calls or resolve where possible.
  • Responsible for performing asset audits and ensuring the Server / Network /Telecoms asset inventory is accurate.

Critical Competencies

Network Administration

  • Security
  • Network Applications
  • Systems Administration/Monitoring
  • Client/Server Application
  • LAN and WAN Administration
  • Server System
    • Network Support
    • PRI and SIP Service support

Analytical Skills

  • Problem Solving
  • Computer Skills Learning


  • Electronic Communication
  • Applied Reading
  • Communication
  • Listening

Hardware and Software

  • Help Desk Hardware

Personal Attributes

  • Integrity
  • Dependability
  • Positive Demeanor
  • Safety Orientation

Interpersonal Skills

  • Diversity Relations


  • Multi-Tasking
  • Time Management

Telephone Administration

  • Cisco Call Manager
  • Cisco Unity Voicemail
  • Hospitality Interfaces
  • Opera PMS
  • Call Accounting

Preferred Qualifications


Technical, Trade, or Vocational School Degree, Cisco CCNA, Microsoft Server 2012R2, , VMware, ITILv3, Cisco ICOMM ()

Related Work Experience

- Proven experience in a help-desk support environment essential

- Provision of Level 2 & 3 support essential

- Experience supporting multiple sites and/or regions, including Corporate HQ and Call Centres -- an advantage.

Supervisory Experience

No supervisory experience is required

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.