IT FIELD SUPPORT TECHNICIAN

V IVAMEE Hospitality has cultivated a superior, immersive hospitality experience, providing our guests with unforgettable retreats and events among our properties on the shores of  Bay & South New Jersey.

IT Field Support Technician  is a vital role in ensuring seamless technology operations across our organization, providing comprehensive support in areas including network and infrastructure, desktop and application support, access control, user account administration (adds, moves, and changes), special projects, and detailed documentation. This position demands prompt resolution of technical issues while delivering exceptional customer service, embodying the company’s core values and commitment to quality. The work schedule rotates weekly on a round-robin basis, alternating between Monday-Friday and Tuesday-Saturday. We seek results-oriented, creative individuals with a passion for technology, eager for personal development, stability, and advancement opportunities within a dynamic, rewarding environment that fosters growth and impact.

Job Responsibilities :

Diagnose and resolve technical issues related to network and network infrastructure, hardware, software, and peripherals, ensuring minimal downtime.

Perform proactive upgrades to our network infrastructure as required

Respond to events raised by our monitoring tools

Respond to customer inquiries and issues via phone, email, or in person in a timely manner

Provide timely updates is also a critical part of customer service

Create accounts, assign permissions, reset passwords, and disable accounts

Set up, configure, and deploy hardware and software including, but not limited to new PCs / Laptops, printers, VoIP Phones, and network infrastructure equipment

properly use equipment and company systems

Track and maintain inventory of company equipment

Develop and document IT Standard Operating Procedure documents, systems, and processes

Site visits to our family of Resorts on a regular basis

Manage time appropriately to meet escalation or Service Level requirements

Participate and collaborate as needed to assist fellow departments, teams and team members as needed

Brainstorm with other team members to identify new opportunities for clients to improve their business with technology

Emergency critical after-hours response as needed

Travel between company locations, including driving to our family of resorts in  Bay, South New Jersey, and other newly acquired resorts within a reasonable drivable distance, as needed for on-site support.  Your primary location will be in the Chesapeake Bay area.

Any additional task or responsibility as assigned

Job Qualifications :

High School Diploma, GED or equivalent with one year of experience preferred

Minimum of 1-2 years of experience in network support, including hands-on knowledge of IP addressing, subnetting, VLANs, and switch configuration (e.g. Cisco, Unifi, or similar)

Demonstrate understanding of networking concepts, including TCP / IP, DNS, DHCP, and basic troubleshooting of network switches and routers.

Manage and maintain third-party software solutions, including user management and technical support and troubleshooting.

Ability to perform in a fast-paced environment and pivot between differing tasks

Excellent written and verbal interpersonal communication, customer service skills, and de-escalation skills required

Ability to promote a positive company image even during moments of stress and / or tension

Ability to work together with different departments to provide the best client experience possible

Demonstrate logical troubleshooting methodology

Understand and embrace accountability and ownership concepts

Attention to detail and time management skills

Excellent written and verbal communication skills and ability to adapt to different audiences as required

Willingness to learn new technologies, hardware, software, and concepts related to this role

Experience with research and testing concepts to aid in troubleshooting unknown issues

Ability to capture troubleshooting activities with accurate details within ticketing system

Ability to function without micromanagement but willing to raise a flag / ask questions when something appears out of the ordinary

Growth mindset, wants to mature with the organization

Outstanding interpersonal and customer service skills

Passion and self-motivation to operate in a highly independent manner

Valid Driver’s license and reliable transportation, with the ability to travel between company locations as needed.

Experience with Microsoft 365

Unifi Network and Access Control

SonicWALL and Fortinet Firewalls

Audio / Video Systems

Single Sign-On (SAML, ODIC) integrations

Experience with installing and / or troubleshooting infrastructure cabling (e.g. Cat 5, Cat 6, Fiber), including termination, testing and ensuring compliance with industry standards.

About Kent Island Resort : Kent Island Resort is a National Treasure with a history and reputation that extends across America and reaches back in time to itsfounding1820. Kent Island Resortpossessesthe opportunity to fullylivethe VIVÂMEE experience - offering guests the chance to separate from technology, experience nature, and to revive their soul. Kent offersnumerousways for guests to experienceconnection. We have curated culinary experiences, wine tasting events, luxurious guest rooms, hands-on workshops, music events, festivals, andconnectionwith nature. Our Catering & Events are central to our entire business operation. We especially cherish the trust that brides and families invest in us to deliver on their holistic wedding experience. Weddings are the pinnacle expression of ourmission,and weseekto improve our design