Infrastructure Analyst 1 Job at Marriott International, Inc
Job Number 22203858
Job Category Sales & Marketing
Location CEC Sarnia, Western Sarnia-Lambton Research Park, Sarnia, ONT, Canada
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
JOB SUMMARY
MARRIOTT INTERNATIONAL
Corporate Individual Contributor Job Description
JOB SUMMARY
Infrastructure Analyst 1 provides entry level to moderately complex technical and functional support to Customer Engagement Centers and Home associates. They are responsible for handling routine requests via ticketing system, as well as performing basic installations, maintenance and repairs of CEC hardware systems, network, telephony, and software support. Will participate in projects with experts, leads and leadership. Works under general supervision, with moderate latitude for the use of initiative and independent judgement.
Education and Experience
- Technical specialization in PC support and understanding of network infrastructure
- Extensive understanding of Windows and Mac desktop operating systems
- A+, N+ and/or Microsoft certifications preferred
- Experience using MS Office (including Access), SharePoint, Smart Deploy, and PDQ
- 1+ years of experience supporting desktops in a corporate environment required.
- Reviews, prioritizes, and resolves incoming requests via tickets for technical assistance related to hardware, telephony, and software support for CEC and home associate requests, while maintaining departmental standards for response/resolution SLA’s and ticket documentation.
- Images, deploys and sets up computers and phones, installs standard software, ensures proper installation and management of cabling.
- Routinely monitors reporting systems to ensure CEC workstations are compliant with Marriott security standards and have all required Tier 0 applications installed and functioning for workstations assigned to their local CEC.
- Installs, maintains, and performs minor repairs to hardware and software systems, coordinating any necessary hardware warranty repairs or software support with manufacturer and/or others outside the department.
- Tracks and inventories hardware assets and perform clean up procedures on a routine basis.
- Recognizes and escalates more complex requests to higher tiers of support.
- Participates in projects as assigned and works with Product Management team to support technical requests.
- Documents standard operating procedures and common troubleshooting recommendations.
- Participates in CEC crisis management coordination at the direction of department leadership.
- Assists Product Management team to provide initial application support.
- Acts as primary contact with working knowledge of building systems (UPS, generator, security, etc.)
JOB COMPETENCIES
Technical Skills
- Has foundation technical knowledge and skills to do the job at a high level of accomplishment. Uses tools to their fullest capacity and has the basic skillset for solving technical problems.
- Meets majority of goals successfully to reach deadlines; strives to be a top performer; bottom-line oriented; pushes self to achieve
- Possess a curious nature to solve problems; uses logic and process of elimination to solve issues
- Experienced in working in teams; comfortable working collaboratively across multiple teams and cultures; contributes to cross-training activities for full transparency, and coverage
- Good understanding and experience of customer service; approachable and easy to talk to, flexible and willing to consider alternative solutions.
- Expresses information and ideas to others in a convincing and engaging manner through a variety of methods; practices attentive and active listening; contributes to overall documentation management; routinely reports events and outages for accountability.
- Monitors and influences expenses while creating transparency to investment requests and expenditures. Supports leadership as directed for budgets and projects.
- Participates in projects, is assigned responsibilities and tasks with clear objectives and measures; provides routine updates on process, progress and results. Understands their role on the project team and can complete project tasks in a timely manner while meeting communications expectations.
- Interested in learning and advancing skills and knowledge; takes advantage of written standards, and documentation on troubleshooting recommendations; takes online courses, collaborates with team members, and mentors with experienced analysts.
- Understands personal development adds value to him/herself, to the team, and to Marriott.
Business Acumen
- Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.
- Comfortable in working with others to achieve a higher quality outcome. Ensures appropriate contributions from others to enable a more complete solution
- Comfortable in working with others to achieve a higher quality outcome. Ensures appropriate contributions from others to enable a more complete solution
- Self-aware, solid communicator, influencer, and strong learning and agility with strong ability to take action and be action oriented. Strong ability to manage time and delivery results.
Globally Minded
- Understand the world’s most daunting challenges, is aware of cultural, religious and socioeconomic differences, in business and within hospitality industry. Designs with global perspective and is inclusionary with reviews and considerations.
- Has the functional and technical knowledge and skills to do the job at a high level of accomplishment
Marriott International 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.
Notification to Applicants: CEC Sarnia takes seriously its obligations under provincial human rights and accessibility legislation (such as the Accessibility for Ontarians with Disabilities Act, 2005, the Accessibility for Manitobans Act, and Nova Scotia Accessibility Act). We are happy to provide accommodations to job applicants needing assistance. If you require an accommodation in relation to this job posting, our online application or an interview, please call 905-366-5227 or email CanadaApplicationAccommodation@marriott.com and a member of our Human Resources team will respond to your request. Please note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process.
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