We are seeking a reliable, proactive, and customer-service-oriented IT System Support Engineer to provide day-to-day technical support and ensure the smooth operation of all IT systems for our new luxury hotel and resort. This role is essential during the pre-opening phase and beyond, supporting the setup, maintenance, and troubleshooting of hardware, software, network, and hospitality-specific systems.
As IT System Support Engineer, you will be a key member of the IT team, working closely with the DevOps Engineer, Database Administrator, Security Solution Architect, and hotel department heads to deliver reliable technology support to all users and systems.
Key Responsibilities
System Maintenance & Support

Provide first- and second-level technical support for hotel systems including PMS (Opera), POS, Magento 2 e-commerce, booking engine, Wi-Fi networks, and guest-facing technologies.
Install, configure, and maintain servers, workstations, printers, IP phones, and other IT hardware/software.
Monitor system performance and proactively resolve issues to minimize downtime.

User & Guest Support

Deliver excellent IT support to hotel staff across all departments (Front Office, F&B, Housekeeping, Finance, etc.).
Support guest technology needs (Wi-Fi, smart room systems, business center, etc.).
Handle support tickets efficiently via helpdesk system.

Pre-Opening Setup

Assist in the deployment and configuration of all IT infrastructure during the hotel set-up phase.
Support data migration, system testing, and user training before soft opening.
Participate in document verification and inventory management of IT assets.

Network & Security Support

Assist with network troubleshooting, basic firewall rules, and endpoint security.
Collaborate with the Security Solution Architect on implementing and maintaining security policies.
Perform regular backups, updates, and patch management.

Reporting & Continuous Improvement

Maintain detailed support logs, incident reports, and asset inventories.
Contribute to knowledge base articles and user training materials.
Work with senior IT team members on root cause analysis and preventive solutions.

Requirements & Qualifications
Education

Bachelor’s degree or diploma in Information Technology, Computer Science, or related field.

Experience

4–8+ years of hands-on IT support experience in a hospitality, hotel, or service industry environment.
Experience supporting hotel systems (Opera PMS, POS, e-commerce platforms) is highly desirable.

Technical Skills

Strong knowledge of Windows/Linux operating systems, networking (TCP/IP, Wi-Fi, VLAN), and Active Directory.
Experience with cloud environments (AWS), Microsoft 365, and helpdesk tools (Jira Service Desk, Zendesk, etc.).
Familiarity with Magento 2, databases, and hospitality applications is a strong advantage.
Basic scripting (PowerShell, Bash) and troubleshooting skills.

Language & Soft Skills

Excellent command of English (spoken and written). Vietnamese is required.
Strong customer service mindset, patience, and problem-solving abilities.
Ability to work independently, handle pressure, and support shift-based operations when needed.

What We Offer

Competitive salary package with technical allowances and performance bonuses.
Comprehensive benefits: social insurance (BHXH), health insurance (BHYT), annual health check-ups, accommodation/meals (where applicable).
Opportunity to build and support IT systems for a new luxury hotel from the pre-opening stage.
Professional development opportunities, IT certifications support, and exposure to modern hospitality technology.
Dynamic, fast-paced environment with direct impact on daily hotel operations and guest satisfaction.

Tags: IT System Support Engineer, System Support Specialist Hospitality, Hotel IT Support Vietnam, Technical Support Engineer Pre-Opening, PMS System Support, IT Operations Support Resort, Hospitality IT Support Specialist.

Share

Comments