TID Specialist

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.         

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

An oceanfront resort on Mexico’s pacific, set within a private reserve. Escape to a secluded nature reserve in Mexico’s Tamarindo, the pristine coastline where verdant jungle meets the Pacific Ocean. With our unique location on a private peninsula, Four Seasons Resort Tamarindo, México, invites you to leave the world behind and explore this undiscovered region of Mexico – far from everything, yet remotely close. This particular topography, and the wildlife that calls it home, make the area a treasure to be protected. We provide a natural refuge for those who seek an authentic connection to Mexico, its biodiversity and culture. The best of Mexico has yet to be discovered.

The TID Specialist is responsible for providing day-to-day technology support to guests and employees, ensuring timely resolution of incidents, requests, and technology-related glitches across the property. The role reports operationally to the TID Supervisor and supports the availability, reliability, and security of the property’s technology systems and services.

Basic Requirements:

• At least 1 year of experience in the IT field is desirable.
• Previous experience in Hospitality is desirable.
• The ability to speak and write Spanish and English is preferred.
• Strong customer service and troubleshooting skills.
• Basic knowledge of computer systems, networking, and Microsoft applications is desirable.

Job Description:

• Provide day-to-day technology support to guests and employees across the property.
• Respond to, document, troubleshoot, and follow up on incidents, requests, and glitches through ServiceNow, ensuring proper and timely resolution.
• Escalate unresolved or critical technology issues to the TID Supervisor as required.
• Assist in ensuring critical systems, including Opera, Simphony, HSIA, PBX, IPTV, and computer systems, remain operational and available.
• Provide support for desktop operating systems, applications, printers, mobile devices, and other technology equipment.
• Assist with Systems Administration, including user accounts, access, configuration, and troubleshooting.
• Assist with Server Infrastructure, Active Directory, wired and wireless networks, backups, and Cybersecurity-related activities.
• Provide direct guest technology support, including HSIA, guest rooms, function rooms, meetings, and events.
• Assist with Microsoft 365 applications, Teams, Global VPN, and other communication and collaboration tools.
• Support back-office, Sales & Catering, Human Resources, and other property systems and applications.
• Assist in service outage diagnosis, troubleshooting, escalation, and restoration of service.
• Maintain accurate documentation of incidents, equipment, configurations, and assigned technology assets.
• Assist with technology preventive maintenance activities and equipment inspections.
• Maintain and promote Four Seasons TID Core Standards, policies, procedures, Cybersecurity requirements, and technology best practices.
• Participate in property-level and corporate-initiated technology implementations and projects as required.
• Assist with third-party vendor activities and on-property technical visits when required.
• Perform assigned tasks and operational priorities as coordinated by the TID Supervisor.
• Perform any additional duties as assigned by the TID Supervisor, Assistant Director of TID, and/or Director of Technology Innovation & Data.