IT Technician - The Condado Collection

BR IT Synergy LLC (Synergy) is the technology arm of one of the largest conglomerates in Puerto Rico. It was created in 2009 with the purpose of having a presence and representation in front of the Puerto Rico Telecommunications Regulatory Board. Since then, Synergy has been providing support, IT Management, and connectivity to all its sister operations while also expanding its functions and services particularly into the areas of Project Management, Software Development and CyberSec. 

• Responsible for maintaining, troubleshooting, and supporting the hotel's technological infrastructure, including hardware, software, and network systems.
• Monitor, maintain, and troubleshoot hotel network infrastructure, including Wi-Fi, switches, routers, and firewalls.
• Install and configure computer systems, network equipment, and peripheral devices (printers, copiers, etc.).
• Ensure proper functioning of the hotel’s Property Management System (PMS) and integration with other operational software (booking engines, point-of-sale systems, etc.).
• Provide on-site and remote technical support to hotel staff, addressing hardware and software issues promptly.
• Troubleshoot and resolve issues related to guest Wi-Fi, room technology (TVs, phones, etc.), and other technical aspects of guest experience.
• Assist with technical problems during events, conferences, and large guest bookings.
• Provide support to guests who encounter issues with hotel technologies (e.g., in-room entertainment systems, internet connectivity).
• Install and configure new software and hardware for hotel departments (front desk, housekeeping, maintenance, etc.).
• Ensure that all systems are up to date with the latest patches and software updates.
• Test and evaluate existing network systems.
• Perform regular maintenance to ensure that networks operate correctly.
• Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems.
• Responsible for a variety of recovery tasks (e.g., installing and testing replacement hardware and software, keeping customer apprised of work status).
• Work often as part of a team of technicians to resolve high-priority situations; work independently on routine (lower-priority) problems.
• Work well in high-pressure situations (e.g., computer or system shutdowns).
• Make decisions quickly, often with limited information.
• Train users how to use new hardware, software; use new features of existing software; etc.
• Ensure data security by monitoring hotel systems for vulnerabilities and applying security measures such as firewalls, antivirus software, and encryption.
• Manage backup systems and ensure regular data backups are performed for both hotel operations and guest data.
• Maintain records of all service requests, maintenance schedules, and inventory updates.
• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to the supervisor; and complete safety training and certifications.
• Develop and maintain positive working relationships with others, support team to reach common goals.
• Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information.
• Ensure adherence to quality expectations and standards.
• Perform other reasonable job duties as requested by supervisors.

• Hospitality oriented.
• A bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
• Minimum of 1-2 years of experience in IT support, preferably in a hospitality environment or similar customer-facing industry.
• Must be able to lift to 50 lbs., able to bend, stop, squat, and stretch.
• Able to handle difficult situations effectively.
• Able to work quickly and efficiently, especially under pressure.
• Flexibility to work various shifts, including evenings, weekends, and holidays
• Fully Bilingual (Spanish and English)

The Condado Collection is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.