Organization- Miraval The Red Sea
Resumen
Miraval The Red Sea is a luxury wellness resort committed to delivering seamless and secure digital experiences for both guests and colleagues. We are looking for a detail-oriented and service-minded
IT Help Desk Agent to support day-to-day technology operations and ensure timely resolution of IT-related issues.
About the Role:
As an IT Help Desk Agent, you will be the first line of support for all technology-related requests, providing prompt, professional, and courteous assistance to guests and staff. You will also play a vital role in maintaining the resort's IT infrastructure, upholding cybersecurity standards, and contributing to a safe and efficient digital environment.
Key Responsibilities:
Pre-Opening Duties:
- Maintain adherence to standard operating procedures (SOPs) and IT policies
- Assist with initial setup of IT infrastructure and systems
- Provide login credentials, set up user accounts, and support employee onboarding
- Handle guest technology-related inquiries and assist with system access or connectivity
Post-Opening Duties:
- Incident Management
- Log, track, and escalate technical issues through a ticketing system
- Ensure timely resolution and follow-up on user-reported issues
- Troubleshooting & Issue Resolution
- Diagnose and resolve hardware, software, and network-related problems for end users
- Provide on-site and remote support for both guest and colleague systems
- System Maintenance
- Perform routine system checks, updates, patches, and backups
- Ensure business-related and user-relevant data is regularly and securely backed up
- Hardware & Software Setup
- Configure new devices, install and update software, and ensure system compatibility
- Maintain and troubleshoot IT peripherals (printers, scanners, AV equipment, etc.)
- Cybersecurity Awareness
- Educate users on IT security best practices
- Assist with password management and security alerts
- Collaboration & Coordination
- Work closely with the IT team to implement solutions and improve IT service delivery
- Coordinate with external vendors when needed
- Documentation & Reporting
- Maintain detailed records of incidents, actions taken, and system updates
- Provide periodic reports for continuous improvement and audit purposes
- Safety & Compliance
- Ensure IT areas are clean, organized, and all equipment is well-maintained
- Report physical maintenance issues to Engineering as needed
- Enforce brand and hotel safety standards, including access control for non-IT staff
- Comply with the resort's fault reporting and escalation systems
Calificaciones
- Diploma or degree in Information Technology or a related field
- 1–2 years of experience in a similar role within hospitality or a service-driven environment
- Strong knowledge of Microsoft operating systems, networking basics, and ticketing systems
- Excellent troubleshooting skills and a proactive, solution-oriented approach
- Good communication skills in both Arabic and English
- High attention to detail, confidentiality, and guest-first mindset
- Saudi National
Support Seamless Experiences With Purpose.
If you're passionate about technology and hospitality, and enjoy solving problems in a fast-paced, guest-centric environment, we'd love to welcome you to the Miraval team.
