IT & Maintenance Support Administrator

Company Description

Location: On-site in Knutsford, Cheshire, North-West England (not remote)

Fairmont Cheshire, The Mere is one of the North West’s most distinguished luxury destinations. Nestled in the heart of the Cheshire countryside and surrounded by a championship golf course, the resort combines Fairmont’s world-renowned elegance with the warmth and character of its local heritage. Renowned for exceptional service and attention to detail, Fairmont Cheshire, The Mere offers guests an indulgent escape featuring world-class spa experiences, exceptional dining, and outstanding leisure facilities. Whether visiting for relaxation, celebration, or business, Fairmont Cheshire, The Mere is dedicated to creating unforgettable moments and delivering the very best in 5-star luxury hospitality.

Your purpose will be:

The purpose of this role is to be responsible in assisting the Chief Engineer and IT Manager in the effective and efficient execution of their duties. This position will assist with the efficient operation of the hotel property, its equipment and maintenance repair services.  Alongside providing hands-on, day-to-day technical IT support to all departments, covering desktop, network and hotel operating systems, and escalating complex faults to the IT Manager.

Job Description

• Providing technical IT support alongside the IT Manager and administrative support to the Chief Engineer, to ensure the efficient running of both departments.
• Acting as the first point of contact for IT faults across all departments, diagnosing and resolving desktop, laptop, printer, mobile device and peripheral issues, spanning both software and hardware.
• Monitoring and managing IT ticket requests to ensure they are actioned in a timely manner.
• Creating and administering user accounts, passwords and access privileges within IT systems as necessary.
• Carrying out basic network support and troubleshooting, including switches, wireless access points, structured cabling, guest and back-of-house Wi-Fi and connectivity faults, escalating to the IT Manager or third-party providers where required.
• Building, configuring and deploying PCs, laptops, tills and other end-user devices, and maintaining operating system and security patching in line with brand standards.
• Providing day-to-day support for core hotel systems (for example PMS, POS, telephony and guest Wi-Fi), liasing with system vendors on technical faults.
• Maintaining continuity of IT service during the IT Manager’s absence, handling routine technical issues independently and escalating anything beyond scope.
• Maintaining an inventory of all equipment, software, and software licenses.
• Monitoring all requests for maintenance work giving priority to emergencies, health and safety and guest/member affected work.
• Liasing with suppliers and contactors to gain quotes for scheduled and ad-hoc tasks.
• Producing and maintaining administrative processes to ensure the efficient running of the department.
• Compiling and updating Standard Operating Procedures.
• Assisting in the Planning and organizing maintenance work daily/weekly/monthly, whilst incorporating planned preventative maintenance. Ensuring the execution and achievement of the hotel's preventive maintenance program.
• Producing and updating Risk Assessments as required.

Qualifications

• Technically capable, with a working knowledge of network fundamentals (LAN/WAN, switches, wireless access points, structured cabling, TCP/IP, DHCP and DNS) and the ability to carry out basis network troubleshooting.
• Demonstrate experience of PC and desktop troubleshooting in a Windows environment, including hardware faults, operating system issues, printers, peripherals and mobile devices.
• Working knowledge of user account administration (for example Microsoft 365 and Active Directory), password and access management.
• Ability to use, support and advise others on the use of in house IT systems, ideally including hospitality systems such as PMS and POS.
• Able to work independently, prioritise technical faults by business impact and know when to escalate.
• Previous experience of Contract Management and Procurement.
• Knowledge of BMS Trend System.
• Excellent communication and customer service abilities, with proficiency in written and spoken English.
• Highly organised and self-motivated, with the ability to manage multiple priorities and maintain strong attention to detail.
• Results-oriented with a commitment to operational excellence, safety, and service quality.
• Demonstrates professionalism, integrity, and a collaborative approach.
• Ability to perform effectively in a fast-paced environment while remaining calm and focused.
• Proactive, solution-focused, and able to motivate and inspire others.
• Maintains a professional appearance and demeanor consistent with brand standards.

Additional Information

What is in it for you?

• Exclusive Discounts:
  • Fairmont Cheshire, The Mere, Spa and Golf discount
  • Fairmont, Raffles, and Accor Hotels (friends and family rates are included)
• Colleague restaurant
• Being part of The Mere Team – our culture is unique!
• You will benefit from training and development opportunities
• Competitive salary and benefits including pension
• 28 days of holiday including public holidays
• 1-5 days service award based on length of service
• Special rates for Fairmont Cheshire, The Mere colleagues and their friends & family and discount across Accor hotels worldwide
• And last but not least you will get to work with a team of EXTRAORDINARY people