The IT Support is responsible for managing and executing IT operations for all programs and events, ensuring seamless technology integration and support.

1. Event Preparation:

• Assess internet bandwidth requirements and confirm with hotel IT teams.
• Review hotel RFPs for technical needs such as bandwidth, projectors, and wireless microphones.
• Prepare, test, and ship IT equipment (e.g., Wi-Fi kits, cables, adapters, and backup devices) to event locations.
• Verify functionality of all IT components before the event, including VPN and backup setups.

2. Event Setup:

• Install and configure IT systems, including hybrid (HYB) and network kits.
• Test and ensure readiness of all backup systems.

3. Event Management:

• Launch Zoom sessions and monitor internet connections for reliability.
• Test and troubleshoot projectors, microphones, and audio quality.
• Ensure recording quality and resolve technical issues promptly with hotel IT or technical teams.

4. Post-Event Management:

• Conduct inventory checks and issue reports on any technical issues encountered during the event.

5. HQ Support:

• Assist departments in maintaining and upgrading software and hardware systems.
• Propose improvements for IT processes and manage procurement of necessary IT resources.
• Analyze system data to identify areas for improvement.

6. Additional Responsibilities:

• Collaborate with the Operations Manager to enhance IT processes through regular goal-setting and follow-ups.
• Support HR in identifying training and development opportunities for IT skill enhancement.

Key Performance Indicators (KPIs):

• On-time event delivery and readiness.
• Innovation in hybrid event IT solutions.
• Customer satisfaction and minimal complaints.
• Timely resolution of support tickets.
• Positive customer satisfaction and Net Promoter Scores.
• Employee training hours completed.

Work Environment:

• Combination of indoor and outdoor work.
• Full-time role with common travel requirements.

Qualifications and Experience:

Education:

• Essential: Bachelor’s degree in Computer Science, CompTIA Network+ certification.
• Desirable: PMI Project Management Certification.

Experience:

• 5–7 years in an IT support role.

Technical Skills:

• Advanced proficiency in Salesforce and Microsoft Office Suite.

Knowledge:

• IT support processes and workflow optimization.
• Client-specific technical requirements and product enhancements.
• Familiarity with global best practices in IT training and certifications.

Language:

• Essential: English.
• Desirable: Arabic.

Soft Skills:

• Strong communication and teamwork skills.
• Ownership and accountability.
• Problem-solving and process improvement.
• Leadership and strategic thinking.