Contribute to the establishment and maintenance of IT operations to support the administration and service delivery needs of the resort.
Commissioning, migrating and decommissioning hardware, software, and network infrastructure and user access to support the needs of colleagues.
Performing user management support for user accounts.
Undertaking routine maintenance and checking of networked workstations and other peripherals.
Following acceptance testing for new IT equipment.
Installation, configuration and removal of standardized software onto systems as advised by the Cluster Director of I.T.
Accurately recording, administering and managing lifecycle of assets and software licenses through IT asset management system.
Maintaining IT knowledge base with system documentation, procedures and help sheets
Proactively monitor system security patches and malware updates to ensure currency and correct deployment
Proactively administering backup and recovery operations by maintaining and monitoring backup equipment and data.
Analyzing backup issues and report findings to Cluster Director of I.T.
Undertaking some web or system development as required
Regularly backup and manage the Resort’s Internet site, ensuring security patches for modules are tested on the test site prior to updating the live site.
Producing and running system and network monitoring reports and utilities.
Accurately administrating and managing the Helpdesk system and processes.
Providing colleague support to users and ensuring that user’s requests are understood, properly documented and prioritized.
Responding to assigned job requests in a timely fashion and communicating with or escalate to other team members to optimize client response times.
Investigating issues and accurately recording actions taken, diagnostic information, outcomes and time taken in the support log.
Ensuring all helpdesk requests are completed and outcomes are communicated to colleagues.
Developing procedures and help sheets to assist with instructing colleagues with appropriate practices.
Continually seeking opportunities to increase internal client satisfaction and deepen customer relationships.
Research and understand new IT technologies and apply these to work situations under the direction of Cluster Director of I.T.
Assist with disaster recovery readiness and contingency plans
Undertake any other ICT tasks or responsibilities as requested by Cluster Director of I.T.
Desired candidate profile
1. Technical Proficiency
Description: A deep understanding of IT systems, networks, hardware, software, and troubleshooting procedures is essential. The IT Supervisor should be knowledgeable in operating systems (e.g., Windows, Linux, macOS), networking, and database management.
Why It’s Important: The IT Supervisor needs to address a variety of technical issues, from system crashes to software updates, ensuring that all technology functions smoothly to meet business demands.
2. Leadership and Team Management
Description: An IT Supervisor leads a team of IT professionals, such as system administrators, technicians, and support staff. They should be able to delegate tasks, motivate staff, provide training, and manage team performance.
Why It’s Important: Effective leadership ensures that the IT department operates efficiently, meets deadlines, and maintains high service standards across the organization.
3. Problem-Solving and Critical Thinking
Description: The ability to troubleshoot complex IT issues, find quick resolutions, and think critically when dealing with technical challenges is essential.
Why It’s Important: Problems with IT systems can disrupt business operations, so the IT Supervisor must act quickly to resolve issues while minimizing downtime.
4. Project Management Skills
Description: IT Supervisors must manage IT projects, such as system upgrades, software deployments, or network expansions. They should be able to define project goals, allocate resources, and track progress.
Why It’s Important: Managing projects efficiently ensures that IT infrastructure improvements are completed on time, within budget, and without disrupting normal business operations.
5. Knowledge of Security Protocols
Description: A solid understanding of IT security best practices, including firewalls, encryption, network security, data backup strategies, and disaster recovery planning.
Why It’s Important: Security breaches or data loss can severely impact a business. The IT Supervisor ensures that systems are protected against external and internal threats, and data integrity is maintained.
6. Communication Skills
Description: IT Supervisors need to communicate technical information to non-technical staff, providing clear instructions and updates. They must also coordinate with other departments to ensure IT meets organizational needs.
Why It’s Important: Good communication fosters understanding and collaboration, ensuring that the IT department is in alignment with the overall goals of the organization.
7. Vendor Management and Procurement
Description: Managing relationships with external vendors and suppliers, overseeing procurement processes for hardware and software, and ensuring that services and products meet company needs.
Why It’s Important: Effective vendor management ensures that the organization receives the best value for its IT investments, from hardware to software licenses and service contracts.
8. Customer Service Orientation
Description: An IT Supervisor should have a customer-oriented mindset, focusing on delivering excellent support to internal users and ensuring that IT services are reliable and responsive.
Why It’s Important: A customer-focused IT department improves user satisfaction and ensures the organization’s operations run smoothly without unnecessary interruptions.